Market Insights Manager

Our client is looking to hire a Market Research and Insights Manager with 5+ years of experience in primary research and/or VoC/CX Programs. This is a full-time, hybrid position just outside of Boston requiring 2+ days a week in the office. Ideally looking for someone who comes from a highly regulated industry. Must have Survey Management experience, Voice of Customer platform experience, hands-on quantitative and qualitative market research experience, and primary research experience. Salary is up to 120K with a 10% bonus (with some potential flex if needed).

The Market Research and Insights Manager will play a key role that will help fuel ongoing insights that support the strategic plan and the ongoing growth of each of the business lines. The Market Research and Insights Manager will help expand the research function for the bank and its primary and secondary research practices as well as the Voice of Customer (VoC) program.

Responsibilities:

• Plan, direct, and implement primary market research studies - both quantitative and qualitative.
• Manage research vendors or conduct research studies internally based on the most strategic approach.
• Supervise the Voice of Customer (VoC) program daily, collaborating with the manager and vendor, ensuring smooth operations of customer feedback loops, program optimization, results review, additional data analysis, and liaising with internal teams.
• Expand the VoC program by identifying key customer touchpoints, evaluating operational feasibility, analyzing appropriate operational data, and designing a new customer feedback program.
• Discover and share actionable market and customer insights deriving from the VoC and other market research data.
• Conduct exhaustive analyses of operational, financial, or customer data to identify key attributes for understanding customer experience/journey or business opportunities.
• Support market and competitive intelligence initiatives through secondary research and competitive analysis.
• Manage vendor contracting/onboarding processes internally and maintain vendor relationships.
• Effective collaboration with Marketing colleagues and cross-functional teams.

Qualifications:

• A Bachelor's degree is required; advanced degree preferred.
• A minimum of 5 years of experience in primary research and/or VoC/CX Programs.
• A demonstrated record of independently managing and leading primary research or VoC programs.
• Hands-on experience with a wide array of quantitative and qualitative market research methods; expertise in market research-specific statistics and analytics.
• Market & competitive intelligence analysis training and experience are preferred.
• Prior experience in financial services or other regulated industries is desirable.
• Skillful in processing, analyzing, and synthesizing data from primary, secondary, and operational data sources.
• Excellent verbal and written communication skills with experience in simplifying complex analyses to deliver compelling narratives to audiences of all levels.
• Exceptional project management skills; highly organized with a keen eye for detail.
• Self-motivated, proactive, and can efficiently manage multiple projects while effectively collaborating with colleagues.
• Proficiency in Microsoft Programs, including Word, Excel, and PowerPoint and the capacity to learn other digital platforms.
• Proficiency in data analysis software (e.g., SPSS, MS Access, crosstab tools) as well as survey management software (e.g., Qualtrics, Survey Monkey, Conformit); experience with VoC/CX platform is advantageous