Senior Researcher, Consumer Insights

Senior Researcher, Consumer Insights

San Mateo, CA

SIE’s Consumer Insights team helps drive the development of exceptional and imaginative ideas across PlayStation. We are looking to add a new member to our team, responsible for the management, implementation, analysis, reporting, and creative presentation of various forms of research.

As the Senior Researcher, Consumer Insights, your primary responsibility would be to build and bring to bear the tools PlayStation uses to engage their current customers most directly. This includes PlayStation customer feedback program (VoC), internal consumer panels, and other programs where timely and targeted feedback can be sourced. To fill this import role, you should have contemporary and advanced knowledge of both consumer research and our industry, excited to investigate some of the most important topics in gaming and entertainment today. A high degree of comfort leading sophisticated qualitative and quantitative initiatives through all project phases is critical. Ideally, you would have a history of working independently and efficiently across a number of projects, helping teams act upon research and analysis to drive both near- and long-term business strategy and success.

As a member of Consumer Insights, you would be part of the team that answers some of our most consequential and sophisticated business questions, collaborating with partners to study subjects in detail, and leading the construction of fair and meticulous reporting that improves the business’s understanding and ability to act. This takes a desire for learning more about why people play and an aim to make the experience of playing more exciting and rewarding for everyone. It also takes someone who is artful in the application of both data and storytelling, understanding that each needs the other to be truly ground-breaking. But maybe most of all, it takes a person with a passion for research, inspired to push the field, and to push PlayStation itself, to new and innovative places!

Key Function and Responsibility of the Role:

• Represent the consumer in terms that are relevant to and drive more informed choices within the business
• Leverage Sony Interactive Entertainment’s investment in primary and secondary research to derive insights and provide strategic guidance to internal groups
• Manage research partners and other resources to design, field, report, and present best-in-class research projects
• Identify unmet consumer needs, market whitespace, and other critical opportunities for the PlayStation business and brand
• Build reports and presentations that use research observations and insights across projects to communicate larger themes to the organization
• Promote personal development across the larger team by fostering an environment of feedback, learning, and mentorship
• Monitor budget across your areas of focus, ensuring that funds are spent responsibly, tracked meticulously, are directed at the questions most valuable to the business
• Manage SIE's Qualtrics license, coordinating needs from various parties, negotiating terms with internal and external partners, managing support including the allocation of support resources, and establishing and administrating protocols
• Run proprietary research panels, coordinating panel access to appropriate use of panel resources, developing new panels and refreshing of existing panels, fielding all panel studies that are not handled by an external vendor, and producing reporting for panel studies
• Lead PlayStation's VoC program, coordinating with internal partners for management of data flows for all touchpoints, developing new touchpoints, producing formal quarterly reporting, and responding to ad hoc data and analysis request as needed
• Act as Consumer Insight's liaison to the Privacy Legal team and inform/educate Consumer Insights around the proper implementation of various associated policies and procedures
• Run and update the department’s internal portal
• Support other members of our team by ensuring standard process and interpretation of research
• Develop new and innovate ways for Consumer Insights to more effectively collect and apply more direct forms of consumer feedback
• Connect the our team to the latest methodologies, partners, and other crucial tools of the research industry

Required Technical Skills:

• Demonstrable ability to lead all aspects of a global “Voice of the Consumer” (VoC) program for an organization with multiple points of consumer interaction
• Expert in PowerPoint slide design, with a focus on data visualization and research reporting
• Highly proficient in online survey platforms and cross-tabulation portals and/or analytical software (e.g., SPSS, SAS, R, Tableau, etc.)
• Ample experience in survey design and survey writing with high levels of proficiency in survey programming software tools (e.g. Qualtrics, Decipher, etc.)
• Experience relevant to leading all aspects of a global internal research community for a company with a passionate and engaged set of consumers
• Minimum five years of experience with direct consumer research – drafting, programming, and deploying surveys and analyzing survey results
• Advanced degree or higher in Statistics or similar quantitative field of study (e.g. Math, Economics, Engineering, Physics, etc.)

Required Professional Skills:

• Proven ability to represent qualitative and quantitative research methodologies, analysis, and insights clearly and concisely to senior-level decision-makers and executives, whether it be good or bad news
• Exceptional reporting and presentation skills with an ability to effectively communicate through beautifully written reports, compelling presentations, succinct summary documents, clear and concise emails, and any other way you could imagine!
• Success working for or maintaining relationships and administrative processes with multiple research suppliers and agency partners
• Extremely organized and detail-orientation, with a penchant for data accuracy

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