Job Description

PRIMARY OBJECTIVE OF POSITION:

To lead quantitative and qualitative studies at Northern Tool + Equipment to understand customer mindset, meeting customer needs, customer experience, and brand perception.  To establish new capabilities, vendor relationships, tools, and platforms to drive strategy and business outcomes across the entire organization. 

MAJOR AREAS OF ACCOUNTABILITY:

1. Contributes to the omni-channel Voice of Customer (VoC) team, establishes and measures Key Performance Indicators (KPIs), utilizing a wide range of tools, technologies, and vendors and communicating insights, risks, and opportunities.
2. Designs, leads, and executes strategic customer research projects that generate actionable insights to help us better serve customer needs and desires and design impactful value propositions. This includes design, facilitation, analysis, and generating insights from surveys, panels, interviews, and other recommended approaches. 
3. Guides and develops Voice of Customer (VoC) program and strategy to drive efforts to collect, interpret, and act on all forms on solicited and unsolicited customer feedback.
4. Engages with business teams to create customer journeys that illustrate key touch points and capabilities in the customer experience to drive strategy and business outcomes.
5. Leads customer research efforts to support strategic initiatives across many areas of business including Merchandising, Retail Operations, and Contact Center.
6. Develops and manages testing strategies across the Marketing organization to impact customer engagement through effective communication, experience, and personalization to impact KPIs.
7. Presents findings and visualizes data to a wide range of stakeholders. Partners with internal teams to address complex business questions and provides insightful analysis through strong storytelling capabilities to stakeholders.
8. Partners with data analytics team to maintain data and processes to support quantitative & qualitative research, reporting, and visualizations.
9. Keeps abreast of new developments in consumer insights research and behavioral techniques.
10. Keeps supervisor informed of important developments, potential problems, and related information necessary for effective management. Coordinates and communicates plans and activities with others, as appropriate, to ensure a coordinated work effort and team approach.
11. Performs related work as apparent or assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Marketing, Communications, Statistics, or similar experience in a quantitative or qualitative research field with a passion for listening and acting on customer data.
• Experience leading efforts to understand and integrate customer research and feedback to drive unique customer experiences and to define, shape, and communicate CX optimization strategy for website, contact center, and retail stores.
• Strong knowledge of research methodologies and techniques as well as a demonstrated ability to translate these into best practices and documented processes for an organization.
• At least 5 years of experience with Verint, Opinion Lab, Medallia, Confirmit, or similar VoC solutions.
• At least 3 years of experience with Net Promoter Score program to guide and measure strategy.
• At least 2 years of experience in development of programs or campaigns responding to customer feedback.
• Experience in customer research for New Product Development process. Ability to access market and customer needs to create unique product solutions.
• At least 2 years of experience evaluating customer research vendors and solutions.
• At least 2 years of experience utilizing analyst and research firms such as Gartner, Forrester, etc.
• Strong interpersonal skills to communicate effectively with all levels of management and across the organization with people of various technical proficiency and analytical backgrounds.
• Detail-oriented and strong project management skills.
• Omni-channel retail company experience preferred.
• Ability to synthesize disparate data sources to develop a cohesive picture of trends in the market.
• Demonstrates Northern Tool + Equipment’s 12 Core Competencies.