Director - Consumer Insights - Financial Engines - San Francisco

Job description
The Director of Consumer Insights is directly responsible for creating and leveraging consumer insights as a credible “voice of the consumer” across the organization. We have built a strong program for UX and product testing that has demonstrated the value of user research. This leader will broaden the charter of this team to develop a more holistic understanding of our consumers – including consumer segmentation, persona development, lifetime value analysis, and a strong feedback loop to capture and share the voice of the consumer across our organization.
A successful candidate should feel comfortable writing questionnaires, analyzing data and managing internal teams as well as outside agencies to complete projects on time and within budget. Projects range from quick-turn qualitative data collection to large-scale global studies with complex statistical analysis. Having a toolbox of research expertise that is both broad and deep is essential, as is the ability to be flexible against a dynamic set of business priorities.
This newly created role reports to the VP of Consumer Marketing and is a key member of our marketing leadership team.
Responsibilities:
Understand the business objectives of multiple stakeholder groups, including marketing, product management, sponsor and provider services.

Translate business objectives into cost effective and appropriate research methodologies ranging from cutting-edge techniques to tried-and-true small scale methods.
Help shape business strategies through thoughtful data collection, insightful observations and careful analysis.
Segment, prioritize and socialize clearly distinctive customer personas, leveraging quantitative and qualitative data on demographics, behaviors, lifestyle preferences, motivations and attitudes.
Develop a feedback loop to capture the voice of the customer from key internal stakeholders (advisor services, sponsor and provider services, etc.).
Present information about the business and the consumer with passion, precision and impact. Thoughtful and holistic reports that tell a story to address large and small business questions are more important than data dumps.
Lead an internal team to build on its strong UX/product research program and broaden its scope and organizational impact.

Desired Skills and Experience
10+ years of progressive leadership experience in a primary research function.
Proven competency in designing and analyzing research to address business problems.
Hands-on experience with a variety of research methods, including primary quantitative research, qualitative and ethnographic research, customer segmentation, customer lifetime value analysis, usability testing and new product research.
Strong analytical skills and exceptional problem solving abilities.
Good intuition with numbers and trends, with experience synthesizing disparate and sometimes contradictory information.
Expert project management skills including the ability to design and manage multiple projects under tight deadlines, organize and complete multiple projects efficiently and on time.
Must be able to clearly communicate results and conclusions to various constituencies at various levels of management and to provide actionable reporting via written and in person presentations.
Strong interpersonal skills and the ability to work as part of a diverse team and build cooperative, productive relationships with internal clients and vendors.
Understanding of various regression techniques with the ability to direct statistical analysis to drive customer insight.
Degree in applied psychology, sociology, economics, engineering, computer science, marketing or equivalent. MBA or related graduate degree preferred.

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