Customer Insights Resume Sample
Einar Nader
5383 Dickinson Fort,
Phoenix,
AZ
+1 (555) 684 9248
Work Experience
Director, Customer Insights
10/2016
-
PRESENT
San Francisco, CA
- Support Manager’s partnership with Analytics team to incorporate database analytics into customer insights programs where applicable
- Proven experience using analytics in a business or marketing setting
- Determine the appropriate analytic solution to business questions
- Experience in marketing research, preferably on the supplier side
- Experience doing hands on analysis using statistical software such as SPSS or SAS
- Experience with proprietary market research platforms
- Quick learner with ability to multi-task in a fast paced environment
- Become an expert on using and maintaining the various customer insights tools (particularly our receipt survey, which gathers customer feedback on their shopping experience). Understand how to calculate key metrics, use various reporting tools, and maintain key elements of the broader customer insights function
Customer Insights & Growth Solutions Analyst
07/2011
-
06/2016
Phoenix, AZ
- Establishes and determines effective project management to ensure highest standards of the department, including the responsibility to keep project within budget meeting project deliverables and business demand
- Determines scope and leads in the coordination of Meijer in-store research commissioned on the part of our vendor partners
- Leverages our mapping software to support new store openings and competitive intelligence gathering
- Manages the fielding and completion of ongoing tracking studies, including, but not limited to Ad testing, Price Perception Tracking, Package Testing and Annual Category Reviews
- Helps prepare bids/SOW’s, facilitate contracts and ensure the best and most effective completion for work to be performed by external suppliers
- As needed, helps to support the administrative management of our department, including training outreach, our project tracking tool, knowledge management database, research partner billing/payments, etc
- Research specialist experienced in all facets of quantitative and qualitative research (e.g., sample design, survey design, budget management)
- Experience in customer surveys, research, and analysis, as well as measurement principles in consumer research
- Capable of and confident in giving presentations to a variety of audiences
Customer Insights Intern
08/2006
-
06/2011
New York, NY
- Own/Maintain vendor relationships regarding Customer Insight tools in order to stay abreast of the latest enhancements and future roadmap. Use the relationship to help influence tool development to maximize Customer Insights benefit for our Field and Corporate teams
- Perform analyses to identify key operational areas that drive customer satisfaction, and also to identify aspects of our current store operations that have no impact to customer satisfaction. Leverage key findings to develop recommendations for strategic payroll investments to support key operational areas (and to deemphasize operational areas that our customer does not value)
- Develop processes to support adoption of customer feedback tools across field leadership and stores
- Maintain recurring updates (e.g., monthly district/store alignment updates, new store additions) and work with 3rd party survey vendor to revise survey questions, as needed
- Design and complete other customer insights-focused ad hoc analyses as requested by the Senior Manager and/or Senior Leadership
- Leads custom research projects. Also responsible for ongoing trend watching and helping to evangelize relevant and impactful consumer, market and shopper knowledge throughout the Meijer organization
- Partners with Consumer Insight team members to deliver proper sample and analysis plans, interpretation and application of consumer insights and learning – including contextual understanding, statistical significance, causal relationships and any caveats for using findings for decision making
Education
Southwest University
2002 - 2006
Bachelor's Degree in Marketing
Professional Skills
- Excellent communication and interpersonal skills with a proven track record as a team player with strong business ethics
- Excellent end to end generalist problem solving skills and ability to prioritze issues and analyze
- Demonstrate strong oral, written and verbal communication skills
- Competent programming aptitude with excellent computation and data mining skills – Expertise in R, Exposure to Python, SAS, SPSS, Java
- Demonstrate leadership, decision-making, and team building skills
- Strong communication skills and data storytelling ability
- Impeccable presentation skills and experience presenting to senior stakeholders
How to write Customer Insights Resume
Customer Insights role is responsible for analytical, business, software, excel, interpersonal, research, analysis, presentation, powerpoint, customer.
To write great resume for customer insights job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Insights Resume
The section contact information is important in your customer insights resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Insights Resume
The section work experience is an essential part of your customer insights resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer insights responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer insights position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Insights resume experience can include:
- Thorough with data and disciplined in drawing conclusions; able to multi-task with solid organizational and time-management skills
- Strong communication skills, comfortable interfacing with different audiences of varied levels and seniority
- Excellent positive customer service skills
- Strong interpersonal skills with the ability to communicate across all levels of the organization in both oral and written form
- At least four years’ experience in customer experience, consulting, and/or market research
- 5-7 yrs. prior database or customer analytics experience required, including proficiency in SQL, SAS, or similar data-acquisition & transformation tools
Education on a Customer Insights Resume
Make sure to make education a priority on your customer insights resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer insights experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Insights Resume
When listing skills on your customer insights resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer insights skills:
- Prioritizing Value - Effectively choosing where to spend time/efforts for largest impact/return
- Strong persuasion/influencing skills and confident communicator
- Natural curiosity with excellent analytical and critical thinking skills
- Strong communication and presentation skills with the ability to “tell the story” and influence senior level stakeholders and colleagues
- Outstanding organizational, problem solving, and communication skills
- Communicate effectively key learnings and insights to various internal partners, working with them on understanding and interpreting results
List of Typical Experience For a Customer Insights Resume
1
Experience For Director, Customer Insights Resume
- Experience working with external vendors and managing those relationships
- Strong understanding of statistics and analysis
- Experience using text analysis tools
- Experience in questionnaire and discussion guide design
- Experience in qualitative research moderation online and off-line
- Flexibility and ability to multi-task with minimal supervision with good time management
- Entrepreneurial leadership style, with strong tolerance for ambiguity and complex organizational environment
- Contributing to research plans at the beginning of consulting projects
- Synthesizing and communicating research insights and findings in compelling and immersive ways
2
Experience For Customer Insights Specialist Resume
- Accessing research tools that Deloitte has to offer at the appropriate times (e.g., social insights, crowdsourcing)
- Selecting and using the best research analysis techniques for a given project
- Conducting secondary research into areas relevant to client challenges (start-ups, competitors, trends, emerging technologies, etc.)
- Understanding the business problem and coming up with appropriate analytical approaches
- Learning new tools and techniques as required, and ensuring familiarity with data sources
- Working through Ambiguity - Ability to proceed without always being able to clearly see the next steps
- Analysing market trends and be able to provide a robust forecast in order to support marketing and finance decisions
- Developing & Driving Business Critical Insights
- Leading team of two; responsible for teams’ growth and development
3
Experience For Director of Customer Insights Resume
- Writing research screeners based on chosen target specifications
- Handling partner communication end-to-end on all analyses
- Coordinating with other GDM teams as and when required
- Mentoring other team members on tools, techniques and analyses
- Influencing without Authority - Ability to synthesize, simplify, and communicate pointedly
4
Experience For Customer Insights & Growth Solutions Analyst Resume
- Working with Data - Ability to collect, analyze, and synthesize to produce insights and recommendations
- Reporting Lines: This role reports intothe Customer Insights Director
- Directing research framing, planning, execution and analysis
- Choosing and advocating for research methods to employ across research types
- Leading research at the front end of projects to include ethnographic-style interviewing, observation, and other methods
- Leading evaluative research, leveraging various types of digital and physical prototypes to refine concepts based on user input
- Leading the development of research outputs and narratives, incorporated into large-scale workshops and client meetings
5
Experience For Customer Insights Senior Analyst Resume
- Serving as the voice of customers in front of senior client audiences
- Assist in customer interviews by taking notes, running the logistics of the research and helping during all phases, including analysis and reporting
- Expertise designing and executing qualitative and quantitative research, as well as proficiency in analyzing a wide range of marketing data
- Present actionable recommendations to leaders in various functions including marketing, product development and marketing communications
- Develop in-depth knowledge of data and reporting sources, including identifying opportunities to improve and expand these
- Basic understanding of working with data in a big data environment, using Hive
- To assist with the running of the Voice of the Customer (VOC) tracking research programme
6
Experience For Analyst, Customer Insights Resume
- Assist in the running of the NET-A-PORTER Insight Panel which we use to conduct primary research, including working with our panel agency and our relationship with them
- Help to visualise and report outcomes in compelling ways, and create reporting dashboards to effectively share insights across the wider business
- Collaborate and share insights with multiple teams including portfolio management, product management, product development, marketing communication, sales, etc
- Analyze and organize Opinion Lab and Medalia data to identify trends and issues clients are having with TD Ameritrade digital platforms and the marketing site
- Stay current on latest trends through reading third party vendor research reports, as well as online articles discussing CX and UX
- Facilitate multidisciplinary teams and external agencies (learning/ideation programs, work processes and capability building events)
7
Experience For Customer Insights Analytics Manager Resume
- Work closely with the all marketing functions, CRM, and merchandising to guide efforts based on business performance
- Design, create and operationalize customer surveys, gathering and synthesizing customer and market insights
- Creative mind – able to bring to life research results in a captivating and inspirational way to motivate and generate ideas and actions
- Advanced PowerPoint and creative reporting ability
- Confident, professional and credible when delivering research results and actionable insights
- Sharp analytical mind and an appetite for solving complex business challenges
- Develop key reports that showcases how Groupon targets it’s spend on marketing and ROI
- Characteristics we’re looking for
- Able to work independently and as a part of a small team and comfortable liaising with a wide range of stakeholders across the business and externally
8
Experience For Principal Customer Insights Resume
- Full working proficiency in Italian (desirable)
- Develop surveys for recognition, feedback, and driving premium brand behaviors in every Ultimate interaction
- Lead education of and facilitation of customer journey mapping exercises
- Operationalize mystery shopping programs within each area of the business
- Liaise with call center and help desk associates to document issues clients are having with TD Ameritrade platforms
9
Experience For Customer Insights Executive Resume
- Liaise with stakeholder in charge of Opinion Lab and Medalia data gathering. Keep up to date on changes made to the surveys
- Benchmark feedback for existing designs and compare it to data after a design change is made to one of TD Ameritrade’s digital platforms
- Contribute in working with data scientist in the creation of segmentations and predictive models
- Co-work with market research to plan and roll our qualitative and quantitative market research starting from the insights identified throughout data analysis
- Find areas of opportunity by conducting data analysis and be able to map customer feedback to the results
- Identify new opportunities to improve customer exp through growth of existing services or new services or new customers
- Develop and share written communications highlighting analytics findings and recommendations
10
Experience For Gcg-regional Head of Customer Insights Resume
- Partner with suppliersto bring in best-in-class trend and research techniques
- Review category performance and develop product related selling that provide insights & recommendations to merchant teams
- Support daily/weekly reporting needs
- Develop and share written communications highlighting analytical findings and recommendations
- Coach and/or manage a small team of analysts whilst also personally delivering analytics projects
- Provide behavioral insights for different customer groups across their lifecycles, addressing critical topics such as acquisition, migration and retention
List of Typical Skills For a Customer Insights Resume
1
Skills For Director, Customer Insights Resume
- Negotiation and influencing skills: ability to effectively negotiate and influence stakeholders across all levels
- Proven experience building and leading a research team in a Fortune 200 company
- Expert and highly experienced in strategic analytics for Customer Experience, including deep understanding of customer data sets such as tNPS/rNPS
- Experience in analytics on SAS/R/SQL, along with experience in analyzing Big Data using Hive
- Demonstrated experience leading and expert working knowledge of custom research, syndicated research, shopper insights, segmentation and choice models
2
Skills For Customer Insights Specialist Resume
- Experience in Consumer Products Goods or Manufacturing industry
- Strong team memberStrong team member
- Choosing and executing research methods to employ from a broad toolkit (ethnography, in-depth interviews, user experience testing of conceptual prototypes)
- Driving Industry Leading Experiences
- Enhancing end-to-end Experience Evaluation
- Delivering an Experience Lifecycle
- Experience in identifying customer insight gaps, developing annual insights and learning plans, and marshaling alignment for critical research activities
- Experience using survey building software
- Strong intellectual curiosity with a passion for interpreting quantitative data and creating actionable insights that are applied to business decisions
3
Skills For Director of Customer Insights Resume
- Previous experience preparing and presenting presentations to audiences of diverse backgrounds
- Experience with contracting and managing external consultants
- Previous experience or a keen interest in conducting customer research, such as online surveys or interviewing customers
- Experience in survey design and using survey building software, research panels/ communities forums
- Experience using systems such as Microstrategy, Hadoop, BlueAnalyzer, or Tableau (or similar data visualization/dashboarding tools)
4
Skills For Customer Insights & Growth Solutions Analyst Resume
- Clear understanding of digital data and Adobe tools, along with experience on multiple projects in working on the same
- Experience in qualitative research methods including focus groups, ethnography and usability testing
- Work with the Customer Experience Teammates in support of building and maintaining relationships
- Min. 7-10+ years of marketing experience with a background in business or marketing strategy
- Experience working with or for a research agency
- Demonstrable evidence of using insight to drive business change, strategy and new product Development
5
Skills For Customer Insights Senior Analyst Resume
- SAS programming experience and knowledge of various SAS products is required
- Experience with helping an organization develop and refine its innovation portfolio
- Teamwork – needs to be able to build effective working relationships within and outside the Store Finance team
- Experienceworking with analytic software (e.g., SPSS, Wincross, etc.)
- Experience working ina retail environment or trend supplier
- Experience in marketing research field
- Experience applying research methods in a business context
- Experience developing research outputs – insight summaries, frameworks, videos
6
Skills For Analyst, Customer Insights Resume
- Experience with progressive insight gathering methods (e.g., text sentiment analysis, social media analysis)
- Experience managing research agencies
- Experience in marketing research field
- B2C and/or B2B2C experience developing solutions that delight customers
- Experience balancing multiple research work streams and demands, simultaneously
- Experience in managing outside research agencies
- Experience driving insights into creative and brand communications
- Significant experience in strategic analytics with either top tier strategy consulting firm or in an analytically and customer driven consumer enterprise
7
Skills For Customer Insights Analytics Manager Resume
- Deep experience in strategic analytics with either top tier strategy consulting firm or in an analytically and customer driven consumer enterprise
- Understand your clients’ customer experience opportunities and take responsibility for planning analyses that answer ‘what to do'
- Demonstrable experience with building dashboards, preferably with Tableau as well as advanced proficiency in Excel, PowerPoint
- Regular frequent consolidation and trending analysis on pain points in the customer journey
- Experience in developing voice of the customer programs
- High volume support experience overseeing work in a fast paced environment
- Experience in synthesizing large amounts of data into actionable information
8
Skills For Principal Customer Insights Resume
- Experience in analytics at Financial services or e-commerce on consulting firms
- Experienced in both B2B and B2C business/marketing environments
- Experience managing a seasoned research team and a multi-million-dollar research budget
- Demonstrated success in elevating customer insights to a strategic position with organizations
- Public Speaking Comfort and Experience required
- Data integration and dashboard reporting experience
9
Skills For Customer Insights Executive Resume
- Support team as priorities evolve and reporting needs change
- Experience ideally gained in a luxury and/or online retail environmen
- Excellent work and customer ethos
- Understand key business priorities, drivers and hypotheses, in order to deliver actionable insights and propose new areas for investigation
- Strong knowledge insights tools and processes, both quantitative and qualitative
- Proven ability to translate data into stories and specific strategic and tactical recommendations that drive the business
- Skilled in problem definition and ability to conduct rigorous analyses
10
Skills For Gcg-regional Head of Customer Insights Resume
- Knowledge and experience with survey tools such as: Qualtrics, SurveyMonkey, Google Forms
- Experience in Customer Insights or related capability
- Experience withMicrosoft Office tools (especially with Word, PowerPoint,
- Provenbusiness impact and ability to turn data into a story
- Experience in digital analytics, on Adobe Site Catalyst/ Discover
- Preferable to have digital analytics experience on big data (Hadoop environment)
List of Typical Responsibilities For a Customer Insights Resume
1
Responsibilities For Director, Customer Insights Resume
- Strong and persuasive communication skills (oral, written and presentation); fluency in MS Office
- Possess excellent verbal, written and interpersonal skills
- Customer focused with excellent organizational skills
- Strong written and oral presentation skills (e.g., can make clear, persuasive arguments for the relevance and applicability of their insights)
- Impeccable professional communications skills; ability to win confidence of executives and peers
- Experience in marketing or customer insights role, including supplier or agency-side experience
- Experience with both qualitative and quantitative research methods; strong analytical abilities
2
Responsibilities For Customer Insights Specialist Resume
- Able to build relationships and communicate effectively at all levels of the organization
- Embraces and enjoys collaboration, but can effectively tackle projects independently
- Partner with technology teams and vendors to improve the survey experience and expand its reach
- Deliver presentations at conferences or in front of customers to validate learnings from voice of the customer programs
- Develop reports that integrate the various feedback mechanisms TD Ameritrade uses to measure client experience and sentiment
- Read and distribute third party research reports relevant to the Digital Client Experience team
3
Responsibilities For Director of Customer Insights Resume
- Provide reviews and recommendations of relevant reports to the Digital Client Experience team
- Total experience
- An excellent team member, partner and collaborator with internal and external parties
- Experience in Digital Analytics
- Brand and customer study experience
- Demonstrated ability as an expert and persuasive presenter to senior executive audiences
- Presentation creation experience required
- Prioritize and stress management
4
Responsibilities For Customer Insights & Growth Solutions Analyst Resume
- Microsoft office package (exp. Excel and PPT): excellent knowledge mandatory
- Adapt to change and operate in a dynamic organization
- Conducting research to inform the marketing strategy and support the growth of our most profitable segment of customers
- Understanding of information architecture principles
- Great attention to detail and a passion for experimenting with new ways of improving the quality of insight we bring when solving problems
5
Responsibilities For Customer Insights Senior Analyst Resume
- Increase availability and access to customer knowledge so it pervades marketing, merchandising and business leader decision-making
- Interest in collaborating and working on multi-disciplinary teams
- Continually educate and inform the marketing, merchandising, e-commerce and business teams on the business, customers and trends
- Partner with suppliers to gather insights into customer attitudes and behaviors as input into improved packaging, positioning and go-to-market programs
- Design, execute andsummarize research taking insights and driving action behind those insights
- To own the research roadmap from end to end including strategic projects, continuous research and ad hoc insight requests, on time and on budget
- Serve as the central repository for Staples customer insight providing proactive communication to business, cross-functional partners, and agency constituents
- Establish a reliable and highly used CSAT/NPS program, creating a source of customer feedback that is perceived as critical by the business
- Create a customer insights community of practice across the organization to inform better customer-centric decision making
6
Responsibilities For Analyst, Customer Insights Resume
- Bachelors of Science in Business, Marketing or a related discipline
- Enjoys working in a fast-paced, innovative environment
- To maintain and develop the NET-A-PORTER customer profiles
- Liaise with internal departments to gather their research needs and provide suitable qualitative/quantitative research solutions to deliver their insight requirements
- Provide customer insight to support the geographical segmentation and targeting of the NET-A-PORTER customer for our International, American and Asia Pacific teams, through having a good knowledge of the cultural differences in geographical research
- A broad knowledge of both qualitative and quantitative research methods and the capability to implement them
7
Responsibilities For Customer Insights Analytics Manager Resume
- Intermediate level knowledge of SPSS and Excel
- Highly numerical, comfortable with large sets of data and spreadsheet
- Practical market intelligence experience as an insights and data-base market specialist within a consulting firm, operating company or insights-driven agency
- Proven track record, with multiple examples, of success in a fast-paced, dynamic environment
- Work on multiple projects and work effectively in a geographically multi-location team environmentWorking knowledge of Datameer or Tableau would be an advantage
8
Responsibilities For Principal Customer Insights Resume
- Help the team to deepen our understanding of the Harry’s customer (attitudes, behaviors, values) to continue to improve the customer experience by segment and across the customer journey
- A diverse insights toolkit (experience with both qualitative & quantitative techniques)
- Proactively identify, understand and communicate customer needs and insights in order to achieve revenue growth objectives; Seek out additional sources to supplement understanding of growers’ and partners’ needs
- Act as an expert in grower and retailer needs, segmentation, customer metrics, and multi-channel marketing as well the related methodologies and techniques; e.g., Outcome Driven Innovation, ACURA, etc.
- Lead cross-functional effort to design customer satisfaction metrics, goals, and guidance for CVS’ 8,000+ retail stores
- Oversee retail brand tracker project to identify and monitor CVS’ advantages and disadvantages versus competition, as well as highlight strategic opportunities to differentiate
9
Responsibilities For Customer Insights Executive Resume
- Excellent data interpretation skills; ability to summarize complex findings clearly and concisely
- Conduct market research to identify opportunities to enter new markets based on compelling events such as new market trends, new technology adoption, competitive offerings, etc. along with an understanding of the company’s resources and constraints
- Promote personalized engagement and targeting efforts by utilizing all aspects of customer data, including customer segmentation, demographic and transactional data, as well as a customer’s historical engagement and operational experience profile
- Responsible for the production of regular campaign reporting in support of the account team’s campaign optimization process geared towards assisting clients in their comprehension of performance drivers and recommending actions to improve future performance
- Drive Retail Financial Services growth through customer and prospect acquisition by outlining targeting strategy, defining strategic learning agenda and delivering marketing insights
- Provide training, documentation and other assistance to Bain’s consulting staff to support and expand the use of market research and modeling tools
- Compile a ‘Welcome Kit’ for customers for each product line with the appropriate links/documents for sharing with new onboarding customers
- Uncover emerging trends to address opportunities and/or threats
10
Responsibilities For Gcg-regional Head of Customer Insights Resume
- Identify business growth/retention opportunities
- Work with CS Operations to create common email templates for customers’ responses within Gainsight
- Delivering insights to Corporate Marketing and Divisions by developing and leveraging innovative methodologies and approaches to drive Manulife’s insight capabilities forward
- Relevant local language fluency in addition to English also required
- Participate in developing integrated marketing and product strategies designed to meet the organization’s strategic goals and drive the change towards a customer-centric business
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