Posted November 21, 2023

Senior Associate, Customer Insights

ETS  | Princeton, NJ, US

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The Senior Associate, Customer Insights is a key member of the Customer Insights and Competitive Intelligence team, assisting on strategic marketing research initiatives for ETS’s strategic business units (SBUs), marketing, and functional centers of excellence (FCEs).  Working with the Director and Senior Managers, Customer Insights, s/he is responsible for managing logistics and supporting data analysis and reporting for qualitative and quantitative market research studies, including recruitment of target audiences, programming of online surveys and bulletin discussion boards, distribution of participant incentives, analyzing, profiling and providing insights about customers and prospects.  Additionally, s/he will have end-to-end responsibility for small-scale market research projects (as needed) which s/he will run independently.

Responsibilities

• Adhere to ethical standards and comply with the laws and regulations applicable to the job function.
• Work with Director and Senior Managers, Customer Insights to define recruitment needs for qualitative and quantitative studies.  Identify sources through which to acquire samples for studies, acquire sample, send out recruiting invitations to studies, and manage distribution of participant incentives.
• Program and test online surveys and discussion boards, ensuring the accuracy and functioning of these data collection instruments.
• Design, conduct, and manage small-scale surveys to external customers, prospects, and ETS staff.  Manage the end-to-end process including reporting of insights and recommendations for actions.  Keep market research projects on track, on time, and on budget.
• Conduct scheduled and ad hoc analyses of B2B and B2C customers and prospects, providing profiles and insights about characteristics, decision-making, behaviors, etc.
• Analyze and translate prospect and customer data into insights.  Create visually appealing reports that communicate key findings clearly and concisely and include actionable recommendations about courses of action and strategies.
• Lead quality control for all stages of research projects, analyses, and reports.
• Participate in presentations of market research findings.
• Maintain market research data storage and retrieval systems.  Ensure that key learnings from research studies are readily available to internal clients and staff.  

Education

• Bachelor’s Degree is required.  A degree in Market Research/Consumer Insights, Business, Statistics, Psychology, Sociology, Computer Science, or a related field is preferred.

Experience

• Minimum of 5 years of experience as a market research/consumer insights analyst or associate is required.
• Strong organizational and time management skills.  Excellent project management skills and ability to manage multiple projects concurrently, prioritize assignments, and work under pressure to complete assignments within tight deadlines.  Strong ability to work independently and collaboratively in teams.  Strong problem-solving skills and customer service orientation.  Painstaking attention to detail across all aspects of research planning, execution, and analysis.
• Experience with multiple forms of research (e.g., surveys, online discussion boards, statistical analysis, focus groups, interviews, etc.).  Experience drafting quantitative surveys and qualitative discussion guides.  Ability to program and test online surveys. 
• Strong statistical analysis skills and ability to synthesize large quantities of data, translate data into consumer insights and key findings.  Excellent data visualization and reporting skills. Superior data mining and analytical skills, determining connections between multiple data points and deriving insights from these data. 
• Acts on his/her own without being prompted.  Handles problems independently.  Resolves issues without relying on extensive help or supervision from others; does more than is expected or asked.
• Collaborative mindset with outstanding interpersonal and influencing skills, working with cross-functional stakeholders at various organizational levels.
• Excellent interpersonal and oral communication skills. Ability to express complex concepts in a concise manner.
• Must be highly proficient with Microsoft Excel, Word, and PowerPoint and SPSS or R.  Experience with online survey programs, such as Qualtrics, Confirmit, or Alchemer is a plus.
• Ability to travel (up to 10% of work hours)

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