Consumer Insights Manager

Role overview

We are seeking a Consumer Insights Manager to maximize the impact of current ongoing research (consumer product, NPS, annual surveys that provide proof points for marketing and  comms), as well as address gaps in our understanding of customers and the market today with new and ad-hoc research. This thought leader will drive Consumer insights & NPS for our full B2C product portfolio (buy-my-car online, sell-my-car online, general listings), working across departments (marketing, product, UX) and purposes (customer experience, product strategy, design, product marketing). This role will both lead efforts to execute research internally, as well as recommend and manage third parties as appropriate.

What you'll do

• Manage ongoing research studies like annual surveys and NPS, as well as ad-hoc research to support product development, segmentation strategy, messaging strategy, product design, etc.
• Inform and support product and marketing team initiatives with execution of ad hoc segmentation, jobs-to-be-done, and other research and analytic studies
• Manage thought leadership studies and participate in related press interviews and sales/marketing events
• As needed, coordinate across cross-functional stakeholders to set research priorities and execute studies
• Identify opportunities to make the voice of the customer more prominent in our culture, including organizing panels and customer listening events
• Define research processes and best practices
• Evangelize most important findings with relevant teams across the company
• Maintain working knowledge of company and competitive products and their features/experience
• Establish and manage a network of third-party expert partners

What you'll bring

• Ability to manage a range of research disciplines and techniques including quantitative surveys, qualitative surveys, focus groups, panels, etc.
• Excellent judgement on when to use research vs other testing or methods to predict and understand consumer behavior
• Passionate and curious about customer behaviors and motivations, and interest in staying up to date on latest research tools and techniques
• Very strong quantitative skills (including regression analysis and calculations of statistical significance ranges), data manipulation, and data visualization skills
• Strong communication skills to effectively articulate research insights and recommendations through written and verbal communication
• Self-directed, proactive, resourceful and solution oriented
• Able to work independently to drive consensus and manage projects to completion
• Executive presence and comfort interacting with and influencing senior leaders
• High energy, driven leader who is excited to bring engagement and creativity to the full marketing team
• Consumer Start-up and/or tech experience preferred  
• NPS experience/evangelist preferred
• Existing network of third-party providers and freelancers valuable
• Bachelors degree or equivalent
• 5+ years of experience in customer insights, or relevant product marketing or product work