Adecco is currently recruiting an Senior Research Manager for a 24-month contract with possibility of extension. Our client is a crown corporation, located in Ottawa, ON. The required resource must hold a valid reliability security clearance or be eligible for one. The opportunity will be hybrid until further notice.
The Senior Research Manager will have the following responsibilities:
•Develops a deep understanding of our customers' end-to-end experiences by gathering and analyzing structured and unstructured data.
•Supports various programs, including measurement, governance, and administration while enabling reporting and insights to the department and various levels of management.
•Ensures operational excellence in maintaining the feedback tools, surveys, and dashboards, including the development of surveys, reports, and processes for the VOC team.
•Supports triage of pain points to determine characteristics of impact and importance.
•Identifies actionable customer insights and key drivers of negative and positive customer experience based on analysis of both relationship and transactional surveys and other feedback sources. Prepares reporting and presentations for different levels of management sharing insight and recommendations on changes to potentially improve product and services.
•Leads, collaborates with peers, and the product management and development teams in achieving modern methods of feedback collection, data aggregation and socializing customer insights.
The Senior Research Manager must meet the following mandatory requirements:
•Completed post-secondary education, preferably in Business, Computer Science, or in a related field;
•5+ years of hands-on experience and expertise with Research experience;
•Experience in providing end-to-end voice of the customer and/or digital strategies customer insights and analytics, data modeling or market research;
•Experience reporting on trends and providing analysis to senior leaders and cross-functional teams and stakeholders;
•Proficient with Microsoft Office programs;
•Sound organizational, analytical, judgement and decision-making skills with proven abilities in problem solving;
•The ideal candidate will have experience with VOC/Research platform solution providers (e.g. Qualtrics, Medallia, Clarabridge, Stratifyd, etc.)
•Experience with data visualization and customer experience dashboard management platforms (e.g. Tableau, etc.).
•Familiarity with database systems with a minimum of three years experience working with very large data sets is required.
•Analytical and quantitative skills, including ability to use data and metrics to back up assumptions, develop business cases and drive improvements
•Experience with Digital Analytics tools (Adobe Analytics, Google Analytics 360, BigQuery, SQL, Statistical analysis).
If you are interested in applying to the Senior Research Manager role, please submit your resume as soon as possible.