Market Research Manager, Customer Experience

About Customer Experience:

The Customer Experience (CX) Service Line helps our clients listen to the voice of their customers and make operational and strategic decisions to drive customer loyalty, retention and growth. We do this by surveying customers across numerous transactional touchpoints (customer service, billing, product quality, etc.) and across their ongoing relationship with customers though experience journey evaluations.

What makes this role important at Ipsos?

The Market Research Manager (internally known as Account Manager) will be an integral part of the Customer Experience team. The successful candidate will hold considerable responsibilities and play a significant role in the maintenance and growth of long-term client relationships. The Account Manager will report to a Research Director on the team and will be responsible for the management and analysis of research projects across a broad array of categories and industries.

What success in this role looks like:

This individual will be responsible for generating new business by navigating potential client organizations. They will work collaboratively with a team of CX subject matter experts in advisory, service design, research, analytics and technology to develop meaningful outreaches and solution against client objectives.

What you can expect to be doing:

• Execute all aspects of the research process from questionnaire writing and research design, field management, analysis and interpretation of results through to preparation of reports

• Liaising on a regular basis with all key internal operations groups (data collection, data processing and results reporting) to ensure that accurate, reliable results are delivered to client in a timely, cost-efficient manner

• Build and maintain relationships with key clients by responding to queries and providing updates per client requests

• Maintains project budget and works with team to ensure all aspects of the study continue to operate smoothly; responsible for quality assurance throughout the life-cycle

This might be the job for you if you have:

• Completed Bachelor’s Degree in related field, master’s level education an asset

• 2-3 years of market research experience; customer experience research an asset

• Advanced proficiency with MS Office Suite; specifically, MS Excel and MS PowerPoint

• Superior organizational skills, unflagging attention to detail & demonstrated commitment to the accuracy and completeness of information

• Data savvy with a strong attention to detail and accuracy

• Basic knowledge of SPSS and/or other quantitative reporting tools highly desirable

• Prior experience using Customer Experience Management (CXM) tech platforms (e.g., Qualtrics, Medallia, InMoment) highly desirable

• Ability to manage multiple projects simultaneously while maintaining a strong client service orientation

• Ability to manage complex, multi-faceted project budgets and to create, manage, and commit to a project plan, schedule and budget

• Highly motivated, self-directed & possess a driven personality capable of working within tight deadlines

• Thrives within a team environment

• Excellent written & verbal communication skills with well-developed interpersonal and presentation skills

If you don’t meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you’re applying to!

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