Customer Insights Manager

Travel Requirements: Ability to travel up to 10-20%. Must be able to travel to in-person Customer Insight studies and attend relevant company business meetings

Job Summary

To drive innovation and enhance customer insight and intimacy, PatientPoint is growing its product and marketing insights team and seeking researchers with a passion for supporting healthcare professionals and improving healthcare for all. The Customer Insights Manager plays an instrumental role in differentiating and driving growth for PatientPoint’s technology solutions in the point-of-care market. Responsible for informing strategic, product life-cycle management, marketing, and content efforts for assigned segments, this role leads research that nets meaningful insights and translates those insights into actionable findings to align with business goals and drive results.

What You’ll Do

In collaboration with the EVP Customer Intimacy and Segment Strategy, you’ll support Insight plan design and lead execution, analysis, recommendations, and reporting of primary/secondary market research that explores customer needs, pain points, and contexts to deliver actionable insights to Marketing and Product Development teams, among others.

• Collect market intelligence—be the expert on our customers, who they are, the challenges they face and the values that motivate their behaviors and the experiential requirements of their ideal future state experiences
• Synthesize intelligence into meaningful and actionable insights that can inform strategy, product/feature design and prioritization for assigned segments.
• Understand the competitive landscape—be an expert on our competition and how they are positioned.
• Produce and maintain appropriate project documentation for all Customer Insights initiatives including preparation of presentations, research findings, and strategic recommendations that maximize the long-term value of the PatientPoint brand and its product portfolio.
• Create and distribute quarterly insights read-outs for assigned segments as well as executive reporting and analysis for additional assigned/funded Customer Insights projects.
• Ensure projects are executed in a timely manner and delivered with the appropriate level of detail.
• Develop strong relationships with Marketing and Product Strategy partners and serve as their Customer Insights “point person”.
• Planning and conducting thoughtful primary and secondary Customer Insight research activities and facilitating all types of research sessions, from 1:1s, to group sessions to remote unmoderated studies.
• Coding, analyzing, and synthesizing collected data into meaningful and actionable insights.
• Creating excellent written, verbal, and visual presentations / deliverables that inspire action and engage a diverse audience of teammates/business and technical stakeholders in understanding what you have learned.
•  Support client and customer sales organizations through effective communication/distribution of insights derived from primary market research and secondary data sources.
• Maintain high level of proficiency and understanding of currently available data sources, analytic techniques, and market research methodology. Engage agencies and/or support services as needed/approved.
• Collaborate with product management and marketing to develop product positioning, roadmaps and messaging that resonates with the personas derived from the insights you uncover.
• Collaborate with compliance department to ensure all activities are pursued in accordance with PatientPoint’s HIPAA and PHI compliance policies
• Collaborate with marketing and other go to market teams to assess the effectiveness of programs designed to support your assigned segments and recommend to the business successes and/or required changes.
• Establish and maintain a tight working partnership with members of research teams assigned to other business units, including managing, and executing NPS and other customer satisfaction scoring by assigned segment and across the portfolio.
• Eventually, act as a thought leader for the customer segments you support, including speaking engagements, white paper series and blog posts.

What We Need

• 3+ years of experience in customer and market insight research
• Bachelor’s degree in related discipline
• Experience with B2B and B2C primary research methods including, but not limited to; Needs-state and values research, Advertising Research, Brand Positioning & Tracking Research, Naming Research, Concept-testing, A/B site testing, Segmentation, Attitudes and Usage studies, Exploratory Research, In-Depth Interviews, Focus Groups and Key Drivers.
• Research supplier experience (e.g., a research company).
• Experience using DIY survey tools (i.e., Qualtrics, Survey Monkey, Pollfish, etc.).

Desired Qualifications

• Healthcare and/or digital health or SaaS product/marketing experience
• Analytical skills.
• Ability to work successfully in a fast-paced environment and manage multiple projects simultaneously with a high degree of autonomy
• Go-getter attitude with ability to balance strategic and tactical work on an ongoing basis
• Ability to work effectively cross-functionally, including serving as a key partner to product management, marketing, and sales
• Effective presentation development and delivery skills
• Excellent written communication skills with ability to tailor style to different mediums

What You’ll Need to Succeed

• Understand why customer insights are critical to business success and know how to help others understand the value too.
• Love bringing creative approaches to understanding human needs, identifying critical gaps in experiences, and uncovering whitespace for innovation.

• Thrive on understanding how things work and what motivates people. You are excited to explore new topics and new audiences and you identify/grasp new concepts quickly.
• Develop deliverables that tell compelling stories and clearly communicate findings, illustrate opportunities, and provide focused recommendations that narrow what's most important for that audience
• Approach things systemically and are a natural at zooming out to see the big picture, then diving in to nail the important details. You get a lot of pleasure in seeing projects through.

• Know how to ask the right questions, you naturally build rapport and make customers comfortable during conversations.
• Are endlessly curious and have a passion for improving healthcare.

Base Salary Band: $61,787.60 - $115,518.35

Compensation: At PatientPoint, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications, geographic location, and professional experience, which can cause your compensation to vary. The base salary range listed is just one component of PatientPoint’s total compensation package for employees. For additional details on our total benefits package, please review the section “About PatientPoint” at the end of this job description.