Director, Customer Experience Management

What makes this role important at Ipsos?

We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day, probably including the browser that led you to this posting, the beverage that is sitting next to you. Pick a sector and we are there, on the ground as trusted advisor to the world's leading businesses on all matters relating to measuring, modeling, and managing customer and employee relationships. We are the recognized market, thought and technology leader in our field. Sound like the right place for your career? Share our passion. Share our success. And join us in being proud to be Ipsos.

What you can expect to be doing:

• Develop and design appropriate solutions for clients, based on research approaches and products that are best suited to meet their needs
• Write winning proposals
• Oversee and direct multiple market research projects at once, including but not limited to relationship and transactional customer experience and ad hoc studies
• Manage and coordinate all aspects of the research process from research design, questionnaire design, pre-field activities, monitoring field and project status, analysis and interpretation of results through the preparation of reports and delivery of presentations
• Data interpretation and presentation story telling including the ability to draw conclusions/make recommendations from the data results into actionable insights
• Maintain and strengthen client relationships through exceptional service and strong attention to quality control
• Understand and address business needs/issues of clients- providing consultation versus order taking
• A strong focus on financials and account growth
• Provide day-to-day guidance and coaching to junior team members required

What success in this role looks like:

This position is a leadership role that will be an integral part of the Customer Experience team. You will work closely with CX leadership to anticipate, interpret and support client's business needs with innovative tools and resources. The best-suited candidate will be able to lead and manage a team that can successfully gather and interpret data that will drive client business.

As a Director, you will play a key role in building a business, including writing proposals, delivering strategic insights to our clients and developing and managing quantitative insights programs in the customer experience space. Your work will include a variety of studies requiring sharp time management skills and keen attention to detail. Your day-to-day responsibilities will include managing research/analytics projects from start to finish, working with clients on questionnaire design and reporting, and collaborating with internal teams on sampling, survey programming, data processing and data analytics. You will work closely with senior research staff to assure survey and project accuracy, and to ensure projects stay on schedule, as well as manage junior staff with respect to project deliverables. You will be responsible for preparation and delivery of custom, story-telling style reports that delivery actionable insights to our clients.

This might be the job for you if you have:

• Bachelor's degree in related field; master's level education an asset
• Minimum of 7 years of quantitative CX experience; some supplier/vendor-side experience required
• Strong quantitative research project management skills
• Must be able to create questionnaires, sample design, analytical plans and create custom story-telling style analytical reports in PowerPoint
• Must have the ability to deliver the "so what" in reporting, with foresight into implications of recommendations to clients (e.g., change management, communication, investment required)
• Solid understanding of CX analytics, including how they should be inserted into program designs, as well as interpretation of output and what that output means for the overall story we are telling our client
• Experience with customer experience research
• Experience with platform technology that enables CX insights and activation. Some experience with solutions such as Medallia, Qualtrics, InMoment, or other CX measurement platforms preferred.
• Experience tying CX to employee experience and enablement is a plus
• Proven track record of business development
• Ability to form and maintain significant and ongoing client relationships
• Ability to deliver strategic insight and expert consultation to clients
• Self-starter with the ability to successfully collaborate with a virtual team
• Self-motivated, analytical individual with an attention to detail who strives in a dynamic, deadline-driven environment
• Intellectually curious with a growth mindset; willing to try new things and continuously evolve
• Excellent interpersonal skills (verbal and written communication) are necessary for effective development and maintenance of internal and external client relationships
• Superior organizational, multi-tasking, decision-making and problem-solving abilities
• Comfortable managing a demanding and multi-faceted workload
• Background in leading and inspiring teams that work collaboratively with a diverse group of colleagues; must have prior experience managing/leading junior employees
• Works well in a team environment with colleagues at all levels
• Knowledge of research methodologies and basic statistical concepts required
• Proficient with MS Office suite (Word, PowerPoint, Excel)

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