Research & Insights Manager, Voice of the Customer

Job Description

The Position. At Root we’re always learning. Learning and knowing more helps us make the right decisions that lead to us do the right things, especially when it comes to our customers. We aim to gain a deeper understanding of our customers and how the products and services we design fit into their lives. To that end, we are seeking an experienced consumer insights researcher who can proactively lead Voice of the Customer research examining how our customers think, feel, and behave throughout their experiences with our products. The individual in this role will be responsible for managing the Voice of the Customer (VoC) program to understand the customer experience throughout the customer journey, identify issues or deeper customer sentiment at key touch points, and interpret quantitative and qualitative data into opportunities and strategies to improve the customer experience with our products. An ideal candidate for this position will have experience successfully leading both primary and secondary research on the supply- and/or client-side, ideally including VoC or CX programs and data, as well as a strong understanding of statistical principles and experience using research to provide organizations with data-driven insights. Reports to: Senior Manager, Quantitative UX Research & Insights

What you’ll be doing.

• Manage Voice of the Customer research across different touch points within the customer journey, translating quantitative and qualitative data into actionable, high-quality insights.
• Lead the design of new VoC surveys for additional customer touch points as needed and maintain current VoC surveys to remain optimally useful to relevant business stakeholders and objectives.
• Quickly and accurately analyze data and translate findings to actionable insights, including consolidating data across various sources.
• Develop compelling reporting, socialization, and activation plans (including dashboards) that summarize research findings and illuminate customer experiences and problems, turning them into product suggestions and improvements for stakeholders across the organization.
• Collaborate with internal and external cross-functional partners to capture and automate data and insights across sources.
• Serve as a mentor to analysts on the research & insights team.
• Perform work independently without significant direction or instruction.
• Proactively understand business problems and work with stakeholders to identify the appropriate research solutions to address objectives.

Who we’re looking for.

• You have 3-5 years relevant experience in consumer insights, market research, or quantitative UX research with a strong analytical background. Experience working with Voice of Customer or CX programs and metrics (e.g., CSAT, NPS, etc.) preferred.
• You have a Bachelor's degree (required) or Master’s degree (preferred) in a quantitative, analytical, or research-oriented field.
• You have advanced knowledge of primary and secondary customer research methodologies, with your primary expertise being quantitative. Experience with experimental methods is a plus.
• You have proven success translating business needs into research projects that generate actionable insights.
• You’re skilled at research project management, such as vendor management, research design and execution, data analysis, and report writing.
• You’re an excellent listener and communicator with strong people and relationship management skills, including the ability to present complicated analytical material to a range of stakeholders with differing levels of technical expertise.
• You have high attention to detail and are comfortable independently multitasking and prioritizing projects in a fast-paced work environment.
• You’re a superior problem solver with the ability to independently identify opportunities for improvement and make constructive suggestions for change.
• You have expertise in statistical software, such as R, SAS, and/or SPSS.
• You have expertise in Microsoft Excel.
• You’re proficient in a survey platform (Qualtrics preferred).

Who we are. Root Insurance is the nation’s first licensed insurance carrier powered entirely by mobile. We were founded on the belief that the services you need for everyday life should serve you better. That’s why we base insurance coverages on you, not your demographic. It’s the way insurance should be. And it’s all conveniently in an app. What draws people to Root. Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined: Autonomy. For assertive self-starters, the opportunities to contribute are limitless. Impact . By challenging the way it’s always been done, we solve problems that have a big impact on our business. Collaboration. We encourage rich discussion and civil debate at every turn. People. We are inspired by the collection of crazy-smart people around us. Apply for this job