Head - Consumer Insights - Chegg - San Francisco

Job description
As the Head of Consumer Insights, you will play a pivotal role in driving Chegg’s customer-centric marketing vision. Your work will impact the lives of students by helping Chegg and Chegg’s partners understand and respond to student needs and preferences in the way products are designed and brands are built to serve them.
The Head of Consumer Insights will develop market research to discover student needs, identify industry gaps and enable Chegg to better understand its existing customer base. In this role, you are asked to think and act big. You will develop the research roadmap and strategies.
You will drive new research methodologies to deliver timely consumer insights. You will execute research studies and champion consumer insights.



To be successful in this role, you need to possess strong intellectual curiosity, skilled in problem definition and capable of conducting rigorous analyses to develop actionable recommendations. You will have the opportunity to apply your high-level strategic thinking and roll up your sleeves to make it happen.

Desired Skills and Experience

Customer Experience Measurement – Architecting and maintaining a reliable program for measuring customer sentiment & satisfaction across Chegg’s business lines
Brand Measurement & Positioning – Informing and helping define Chegg’s brand personality and measuring our success at achieving brand goals
Market Analysis – Sizing, defining, and forecasting potential markets that Chegg is evaluating
Customer Need Identification – Finding the places where students have problems where we believe we can add value. The bigger the pain, the bigger the opportunity for us to help!
Audience Insights – Building a comprehensive profile of the student market to support Chegg’s growing marketing services & enrollment marketing business lines
Campaign Effectiveness – Helping our advertisers improve the impact of their marketing spend with Chegg & establishing the ROI for marketing partnerships
Thought Leadership – Foundational research that digs into issues and trends facing the student audience and demonstrates Chegg’s commitment to student understanding and advocacy

Requirements:

Over 8 years of progressively increasing responsibility in a customer insights role for a consumer-focused firm or consultancy. Experience researching youth or educational sector a plus.
An ability to drive projects working with cross-functional teams including marketing, product, partner marketing and business intelligence groups
Expertise in fundamental primary quantitative and qualitative research methods & the ability to integrate findings from both in a single project
A strong ability to source and manage external suppliers. You have deep knowledge of specific vendor capabilities, make good trade-offs, negotiate hard, and hold your suppliers to a high standard
A knack for telling a story. Your presentations provoke debate and compel action with a non-academic, accessible style.
An ability to juggle. You can manage 4-6 projects in simultaneous stages of development without getting flustered.
Comfort working with and influencing senior level stakeholders & colleagues
Ability to design and write effective questionnaires & discussion guides
Ability to effectively moderate group discussions and conduct individual interviews in face to face or online contexts
Experience handling, interpreting and manipulating raw data sets, including data cleaning, transforming and weighting
Understanding of effective sampling design & the tradeoffs of various tactics & suppliers of sample
Operational proficiency with marketing research analytic tools such as SPSS, Q, Wincross, or Tableau
A working knowledge of fundamental marketing research statistics
Working knowledge of multivariate analytic techniques and the ability to employ them in a marketing research context (regression(s), correspondence analysis, factor analysis, clustering, decision trees) You don’t mind geeking out and are sometimes sad when your boss tells you to send it to the marketing sciences department
Experience in building in-house survey panels is strongly preferred
Familiarity of marketing data and service providers (Nielsen, comScore, etc) is a plus
Self-starter, thrives in a fast-paced team environment

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