Director Consumer Insights-Voice of Consumer

Location: Chicago, IL
Date Posted: 04-30-2018
Director Consumer Insights
The Director of Consumer Insights is a critical new position reporting to the VP Consumer Insight & Engagement and accountable for driving meaningful change to consumer engagement across the consumer journey and throughout the consumer lifecycle.You will design and build an effective VOC program and be responsible for delivering strategic, relevant and actionable insights to inform and shape business and operations decisions and guide our consumer experience strategy. This is a highly collaborative and consultative role that will oversee all consumer listening posts, detecting, diagnosing and synthesizing trends coming from multiple sources (calls, complaints, social, digital, agents and associates), building survey capabilities, benchmarking performance, and prioritizing where we should be focusing, ensuring a closed loop system. You will lead and evangelize an agile, analytically-driven methodology that crosses customer and internal operating data to identify root cause of consumer pain points, and signals new opportunities & processes that drive significant improvements in consumer satisfaction, and brand engagement.You will lead development of consumer insight and identify consumer segments, attitudes, needs, behaviors and emerging consumer trends to provide insight to drive business results. You will develop and evangelize a clear, comprehensive view of experience drivers and priorities and build a fact bases of knowledge and thought leadership POVs on key business issues/topics and key consumer groups. You will share knowledge broadly across the organization to deepen understanding of consumers.You will continuously raise the bar on insights capabilities and constantly be looking to where we need to go. You will display expertise with current market research tools and methods, and direct market research partners and VOC solution providers to continuously surface innovative approaches to solving problems. 
What You BRING--You have developed a Voice of Consumer Program with closed loop and have experience working with multiple third party providers ensuring they are aligned to our key deliverables. 10+ years of experience (agency or design consultancy experience is a plus) on a broad range of traditional and emerging qualitative and quantitative research techniques and methodologies. 
You have a genuine passion for data and are expertly capable of developing thoughtful and inspiring insights. You have knowledge and experience of various forms of insights tools and analysis: surveys, social/listening posts, customer panels, focus groups, ethnographic research, text and voice analytics and have applied the right mix to develop insight. You may have experience with data mining tools, neural network techniques, machine learning procedures.You are driven by empathy and have a deep passion for understanding people and their behavior. You are familiar with the design thinking process. Over time you will have led various research methods of observing people uncovering deep needs and values.You are a confident communicator, whether in the subtleties of finding out great observations and insights through meeting users, consumers or associates, or in confidently conveying difficult concepts in simple, applicable business terms. You can craft a story using data and analytics, aligned to business problem/outcomes and make recommendations. Experience with Tableau a plus.
Very competitive salary and benefits!
Great company to work for!
Full relocation package is available!
Don't miss out! Apply now and we'll be in touch immediately with more specific details, salary information and to answer any questions!!

This position does NOT provide sponsorship so please do NOT apply if you require sponsorship.  Thank You

KP Recruiting Group 
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