Customer Insights Manager (f/m/d)

The Customer Insights Manager at AutoScout24 is responsible for conducting user and market research, creating user personas, developing customer segmentation, and maintaining user journey maps. This position involves analyzing data to provide actionable insights while collaborating closely with the marketing team to enhance overall customer engagement.

To excel as a Customer Insights Manager at AutoScout24, candidates should have over three years of experience in user research or market insights. Strong proficiency in both qualitative and quantitative research methods, excellent analytical abilities, and effective communication skills are also crucial for success in this role.

The Customer Insights Manager plays a vital role in shaping AutoScout24's brand strategy by providing deep insights into customer behaviors and preferences. By analyzing user interactions and trends, the manager helps ensure that marketing efforts resonate with target audiences, ultimately driving customer satisfaction and loyalty.

In the role of Customer Insights Manager at AutoScout24, candidates will utilize various research tools, such as surveys, focus groups, and interviews, alongside analytics platforms like Google Analytics and CRM systems. This blend of tools supports comprehensive data analysis and insight generation.

AutoScout24 offers a stimulating work environment that prioritizes independence and flexibility. With a hybrid work model, modern office spaces, and a commitment to diversity and inclusion, the company fosters a culture where employees can achieve their full potential while enjoying 30 days of paid vacation.

In answering this question, focus on providing specific examples of how you've used both qualitative and quantitative research methods. Discuss the types of projects you’ve worked on, the insights gained, and how these informed strategic decisions.

Describe your approach in developing user personas. Highlight steps such as data collection from interviews or surveys, identifying behaviors, preferences, and pain points, and how you've validated these personas with stakeholders.

When discussing your strategies for data analysis, share your familiarity with popular analytics tools and software. Explain how you identify patterns or trends and translate these into actionable insights that benefit marketing or product strategies.

Explain the importance of communication in this role. Discuss how you present findings to stakeholders confidently, using data to back recommendations and ensuring that insights are actionable and relevant to the business strategy.

Provide a detailed example of a project where your insights significantly impacted business results. Explain the problem, your approach in gathering and analyzing insights, and the outcomes that followed, emphasizing collaboration with different departments.

Discuss specific challenges, like participant recruitment for focus groups or survey distribution. Share how you devised creative solutions such as partnering with other departments or adjusting timelines to ensure robust data collection.

Describe the methods you use to stay updated, whether it's through industry newsletters, webinars, or networking. Highlight how this knowledge informs your research and helps maintain a competitive edge in your role.

Explain your process for developing user journey maps, focusing on gathering qualitative data from customer feedback and analytics. Provide insights on how you ensure these maps reflect realistic customer experiences and help identify areas for improvement.

Talk about your experience in working with different departments, sharing insights in a way that is relevant to each team's needs. Emphasize open communication and regular updates to ensure that everyone is aligned on goals and objectives.

In your response, identify key metrics such as Net Promoter Score (NPS), customer retention rates, and engagement rates across channels. Explain why these metrics are vital for assessing the overall effectiveness of marketing strategies.