This role provides strategic leadership in the identification of insights focused on the customer experience through the entire brand engagement process and purchase journey. It collaborates and works with a cross-functional team to champion the customer’s needs and insights to prioritize opportunities,shape and define strategies, and define potential solutions resulting in a meaningful and differentiated experience for the customer. Key functions that the role would work with includes: Digital, Innovation Center, Menu Innovation, Marketing and Operations.
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Customer Experience Insights: will collaborate and support a range of functions. Design and execute consumer research to guide prioritization of opportunities, strategies and actions. Is responsible for insuring design development briefs include the integration of customer insights.
Creation of a research plan addressing identified issues
Design and execute complex, multi-country primary research
Bring insights to life to inspire action
Strategy: responsible for working with the cross functional team to develop and articulate strategies that are grounded in insights and facts.
Thought-leader and partner
Measure performance of each of the initiatives and solutions developed
Identify and develop KPIs and diagnostics
Track and analyze customer experience progress and impact
Knowledge Center: Capturing and categorizing the work that has been done in the countries relating to Experience of the Future such that it is accessible to the teams and individuals in any geography working on Customer Experience.
Build and maintain knowledge related to Customer Experience.
Synthesize learnings, continuing to add and evolve the thinking as more becomes available
Broadly share knowledge and information
Budgeting and Resources:
Creates and manages the budget for the specific research
Manages and guides 3rd party vendors
Communication with Sr. Management: one of the key responsibilities is distilling and communicating the insights to the cross functional team as well as the executive team.
Compelling storytelling to bring the insights to life to inspire action
Frequent interaction with Sr. Management providing status update on high priority projects and initiatives
Alignment across Countries and Functions:
Open and transparent communication with the countries and functions
Gaining alignment to approach, learnings and next steps
Developing Talent: although this role does not have any direct reports, it will be responsible for training and developing skills of the cross functional team:
Demonstrating the importance of customer insights
Championing the voice of the customer
Minimum Requirements
Advanced degree in Business or Social Sciences preferred though will consider candidates that meet the below requirements and have a BA or BS degree.
10+ years’ work experience in Customer Experience/Customer Insights Research with retailer and/ or brand that has been focused on elevating and redefining customer experience.
Extensive experience in designing, executing and leveraging appropriate research focused on: journey mapping, digital user experience testing and digital persona development.
Experience working on a global team.
Strong Leadership Skills: consultative, facilitation, ability to align teams and move large projects forward.
Work experience leveraging influencing skills without direct authority.
Expertise in applying both qualitative and quantitative methodologies along with more specialized approaches applied to customer journey work such as semiotics, ethnographies, mining social media data etc.
Desire to “roll up your sleeves and do the work” and lead strategic discussions with senior leaders in the company
Ability to create compelling “stories” which integrate the research and other disparate information
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