The Director of Customer Experience Research is a new role that reports to VP Consumer Insights at The New York Times and will be responsible for research-driven insights to help The Times create and maintain a world-class customer experience and enhance our organizational empathy with our subscribers. S/he will work with partners in Marketing, Customer Care, Product, Design and Technology to help map the customer journey, identify priority moments and pain points, then conduct research and data analysis to understand our customers’ needs during those moments.
Key Responsibilities
Lead efforts to enhance customer empathy through insights. Use a variety of qualitative and quantitative research methods to understand the customer journey and pain points. Use design thinking and other approaches to bring our customers to life for internal stakeholders. Collaborate with insights leaders in research, user experience and data analytics to tell stories about our readers and subscribers.
Collaborate with partners to develop a Voice of the Customer (VOC) program of listening, interpreting, reacting and monitoring. Help to create a framework for prioritizing actions. Employ both passive and active listening techniques – e.g., surveys, one-on-one interviews, focus groups, social listening and inbound calls. Integrate VoC data across touch points.
Work with multiple data sources to understand the customer experience and identify low-hanging-fruit opportunities to improve outcomes.
Combine KPIs with qualitative research findings and analysis of unstructured customer feedback to help develop action plans.
Use qualitative and quantitative research and transactional and behavioral data to understand drivers of subscription and cancellation.
Partner with a cross-functional CX team to define and benchmark KPIs that measure customer satisfaction. Establish ongoing NPS, CSat, CXi measurement programs and benchmarks across channels. Identify new vehicles and methods for measuring customer satisfaction and establish best practices for gathering and interpreting VoC data.
Qualifications
A four-year college degree is required and an advanced degree in business, marketing, computer science, human interaction, cognitive science, experimental psychology, information science, anthropology or related field is preferred
8+ years of research experience, particularly in the areas of customer experience and marketing; digital media experience a plus
Customer focused mindset – advocates for the customer and is not afraid to represent their point of view even if it’s sensitive feedback
Ability to think strategically and develop creative solutions to research challenges
Extensive experience in designing, deploying and analyzing online surveys, moderating qualitative interviews and focus groups, selecting and managing research vendors, interpreting findings and developing a compelling insights narrative
Ability to swiftly revise and improvise research plans as needed
Experience with human-centered design, design thinking methodologies a plus
Data-driven individual who is comfortable with data and technology; familiarity with data analytics tools, A/B and multivariate testing methodologies
High degree of initiative and results orientation with a strong attention to detail. Proactive self-starter who sets priorities, takes on new projects and drives deliverables to execution with full accountability and a can-do attitude.
Excellent presentation and writing skills
Possesses a high degree of professionalism, and is articulate, confident and comfortable playing a consultative role among senior executives
A proven track record of working well with multidisciplinary teams and business partners
Strong computer proficiency, including knowledge of Google Doc, Microsoft PowerPoint, Word and Excel
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