Manager, Customer Insights Resume Sample
Florian Murray
486 Green Run,
Houston,
TX
+1 (555) 196 7410
Work Experience
Manager, Customer Insights & Analytics
07/2017
-
PRESENT
Houston, TX
- Create, own and champion the unbiased category story (for internal & retailer understanding)
- Strategic thinker able to think about the ‘so-what’ and connect the dots between data and business implications
- Experience with primary consumer research: qualitative (e.g., focus groups)/quantitative (e.g., surveys)
- Intellectually curious and deeply passionate about luxury/retail/ fashion/beauty
- Maximize the Bank’s investment in external vendor relationships and internal data acquisition projects through development of requirements, consulting in data structure, providing data samples or analytics in a timely manner with adequate documentation and supporting information
- Continually pursue opportunities to improve an understanding the Bank’s financial products, strategic initiatives and industry trends
- Experience defining and managing technical capability requirements
- Experience with business and technical solution design in campaign planning and execution, including hands on experience with marketing execution tools
Senior Manager, Customer Insights
12/2010
-
05/2017
Chicago, IL
- Experience building and or executing automated, multi-channel closed loop marketing campaigns that incorporate common data structures, forecasting, simulation, models, business rules, resting & competing offer rules, profit based decision making, list execution and analytical & testing environments
- Define and participate in the organization’s data governance activities and provide technical expertise, guidance and coaching to other team members
- Tracks and manages marketing expenses in order to ensure that they are
- Manages local promotions and event marketing; coordinates with direct
- Lead market research projects from initiation through final reporting
- Interact with strategic marketing, strategic innovation/ R&D and product development teams, , to design, implement, synthesize findings from, and report customer insight engagements that provide clarity into customer and market questions that arise
- Work with commercial teams / BU and Strategic Marketing to conduct and oversee qualitative and quantitative research to inform value proposition and / or brand and product positioning
- Participate in analytics and customer insight conferences and events to keep developing the customer insights and marketing research capabilities of the organization
- Effectively prioritize & manage assignments to meet deadlines and establish solid relationships
Manager Customer Insights & Analytics
11/2005
-
08/2010
New York, NY
- Demonstrable experience with building dashboards, preferably with Tableau
- Advanced proficiency in Microsoft Word, Excel, PowerPoint
- Attention to detail and a desire to provide high quality results
- Act as technical lead to various analytic initiatives that are cross-brand and cross-functional in nature such as marketing program evaluation, customer targeting and triggers, marketing personalization, customer loyalty, promotion strategy, customer lifetime value and lifecycle, retail store dynamics and market research
- Deliver complex customer analytic projects from start to finish and provide actionable data insights to business stakeholders; own analysis objective discussion, source data identification, programming from scratch (SQL, SAS or other statistical package) for data manipulation and analysis, extraction of insights and packaging for delivery
- Examples of customer analytics include: customer performance KPI for trend reporting, customer profiling and segmentation, A/B test design and measurement in catalog, email and online, SKU level analysis, margin analysis, insights to drive new customer acquisition, retention and reactivation
- Develop business intelligence reporting to meet the needs for KPI tracking and trend analysis on new marketing programs and services
- Assist with customer survey data analysis and data blending with CRM data to produce actionable insights from customer feedback and contribute toward improving customer satisfaction
Education
Lawrence University
2000 - 2004
Bachelor's Degree in Statistics
Professional Skills
- Strong communication and interpersonal skills. Boardroom level oral/written communication & presentation skills in a client-facing setting
- Strong programming skills in SAS, Python, R
- Analytical skills - structuring of ambiguous / complex business issues & conceptual problem-solving
- Expert and highly experienced in strategic analytics for Customer Experience, including deep understanding of customer data sets
- Plan, organize, and prioritize team work & resources efficiently and effectively
- Experience with social listening, text/speech analytics, customer experience and feedback management platforms
- Education and relevant experience with deep domain knowledge and experience of multi-channel digital and social technologies and campaigns
How to write Manager, Customer Insights Resume
Manager, Customer Insights role is responsible for design, software, database, programming, research, presentation, analytical, reporting, retail, finance.
To write great resume for manager, customer insights job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Customer Insights Resume
The section contact information is important in your manager, 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 Manager, Customer Insights Resume
The section work experience is an essential part of your manager, 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 manager, 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 manager, customer insights position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Customer Insights resume experience can include:
- Participate and support IT initiatives with the objective of data quality improvement, new data capture, data feed management and platform upgrades for more efficient customer data consumption and application
- Experience in working with survey data
- Develops comprehensive understanding of customer reported data on experience factors from survey methodology to Comcast data environment
- Drives operational excellence through standardization of agreed upon best practices across analytics teams to positively impact customer experience
- BA/BS with 5+ years work experience
- Strong relationship orientation and emotional intelligence
Education on a Manager, Customer Insights Resume
Make sure to make education a priority on your manager, 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 manager, 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 Manager, Customer Insights Resume
When listing skills on your manager, 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 manager, customer insights skills:
- Mentoring and enabling a team with a wide range of backgrounds and experience
- Skill performing and directing quantitative analysis & modeling to support fact-based decision making
- Experience using machine learning algorithms in R, Python, Spark
- Relevant experience, within an operating company, consulting firm, or supplier side agency
- Effective communication & synthesis – able to distill complex ideas into compelling executive-level perspectives & recommendations
- Coordinating multi-disciplinary efforts with Sales, Marketing and Customer Success teams
List of Typical Experience For a Manager, Customer Insights Resume
1
Experience For Manager, Customer Insights & Analytics Resume
- Experience working on websites, in eCommerce and/or with mobile interfaces and other digital products
- Keeps up to speed on industry best practices regarding application of analytics to business problems and opportunities
- Provide direction to the Analyst to help set goals and assist in accomplishing research objectives and overall department initiatives
- Contribute in the communication of customer insights, acting as the subject matter and technical expert for all ad hoc customer research insights
- Continually drive and deliver innovation to the company through creative uses of data and analytic tools
- Regularly influences brand managers via formal and informal presentations of findings and business cases
2
Experience For Senior Manager, Customer Insights Resume
- Creates actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address CX objectives
- Creates presentations using data and customer feedback to tell compelling stories
- Executes and owns ad hoc analyses from definition to delivery for product and interaction impact to relationship NPS
- Proficient in SQL, R, and Tableau
- Synthesis of many data sets and insights to drive clear, actionable insights and action plans
- Construct clear stories with data and present in front of senior executives
- High intellect and business acumen
- Manage research and industry/competitive data vendors, such as NPD to ensure optimal ROI. Manage vendors to budget, oversee research projects or survey software implementations. Generally be accountable from a shareholder mentality
3
Experience For Manager Customer Insights & Analytics Resume
- Cultivate and maintain effective, on-going relationships with key functional business areas. Stay informed and up-to-date regarding key strategic business initiatives
- Evaluate and recommend business process improvements in partnership with business leaders, internal partners and customers to increase company performance and profitability
- Work with business leaders, internal partners and customers to develop and apply appropriate research methodologies and data analytics to uncover and report actionable insights
- Network and facilitate cross-departmental meetings to promote cost-effective projects and maximize insight audience
- Introduce new technologies and tool sets to the business as appropriate. Stay abreast of technological trends and innovations in the market research, voice of the customer, and customer insight fields
- Manage third party vendor relationships, which includes projects, field work and regular business review meetings, holding them accountable to established terms
- Maintain and manage text data warehouse relationship with vendor such as Clarabridge to promote the Voice of The Customer initiative
4
Experience For Senior Manager Customer Insights Resume
- Present key findings and insights to executive leadership team members
- Analyzes data to identify insights into customer/product trends and operational impacts
- Visualizes data to communicate trends, impacts, product/customer behavior
- Frame analytics approach and execute on analyses in collaboration with Enterprise Business Intelligence/Finance teams on specific questions impacting Customer Experience
- Partner with the Director, analytics resources and Finance to track impact of Customer Experience efforts on Customers, Operating Expenses, and ROI of CX investments
5
Experience For Manager Customer Insights Resume
- Advanced Microsoft® Excel (e.g. macros, complex formulas)
- Synthesize many data sets and insights and translate into clear, actionable insights and action plans
- Conducting user research via a broad range of tactics including surveys, moderated and unmoderated usability testing, in-depth interviews, and ethnographic studies
- Experience conducting research studies including surveys, usability tests, and moderated interviews as start-to-finish projects (planning, preparation, execution, analysis, and reporting)
- Experience analyzing both quantitative and qualitative data
- Work on multiple projects, prioritize, and consistently deliver on time and on budget
- Highly skilled communicator
- Proficiency with the MS Office suite, specifically Excel
- Delegate and oversee the day-to-day Customer Insights responsibilities of the Analyst position, in partnership with other Customer Insights team members
6
Experience For Senior Manager Customer Insights & Analytics Resume
- Manage vendors, communicating scope of research work, negotiating cost of services and timeline for deliverables, and providing oversight of the quality and timely completion of vendor deliverables
- Implement and manage departmental processes and procedures to ensure strategies and directives of department are carried out and in accordance with department and company directives
- Adhere to established methods/protocols for customer research
- Implement proper controls to ensure that research projects follow accepted research practices and ethics, analysis is accurate and insights reflect the data, deliverables are provided in a timely manner, and the privacy of guests and respondents are reasonably protected
- Influence department team members and key stakeholders and contacts in cross-functional areas to accomplish the organization's mission, goals, and objectives through motivation, communication, group dynamics, and leadership
- Business-based analytics
- Expertise with CRM and data management systems
7
Experience For Manager, Customer Insights Resume
- PowerPoint, Excel/ SPSS/Access/other data analytics tools
- Get first hand customer information and uses it for improvements in products and services
- Act with the customer in mind
- Know how businesses work
- Aware of how strategies and tactics work in the marketplace
- Increase Mondelez Display share
8
Experience For Manager, Customer Insights & Analytics Resume
- Trusted interpreter of data
- Strong quantitative skills, attention to detail, a high aptitude for problem solving, and a natural interest in consumer behavior. Experience in project management and strategic prioritization of resources
- Developing a high performance collaborative team culture
- Performing qualitative and quantitative analysis to transform findings into impactful business recommendations
- Thriving in a fun, fast paced Enterprise Sales environment
- Knowledge designing, conducting and evaluating primary and secondary research in order to drive fact-based and data-driven insights using multiple research and analytic techniques
- Turn analysis into insight and action
- Project Management – Ownership, management, guidance, quality-control and oversight of delivery across various projects / initiatives
- Know the competition
List of Typical Skills For a Manager, Customer Insights Resume
1
Skills For Manager, Customer Insights & Analytics Resume
- Excellent programming skills. Knowledge of SAS and SQL language are mandatory
- Lead operational initiatives by ensuring strong teamwork and process effectiveness
- Listens effectively (active listening)
- UX/interaction design and/or prototyping skills
- Experience with A/B testing and personalization tools
- Experience in customer insights, marketing, retail, or financial position
- Create and sustain mobile, secure, robust dealer facing technologies to protect the brands and increase our dealer sales force effectiveness
2
Skills For Senior Manager, Customer Insights Resume
- University education, with a specialization in Statistics, Mathematics, operational research or Computer Science or equivalent experience
- Effective working with virtual and cross-cultural teams across countries and / or regions
- Strong understanding of large scale databases and systems
- Experience conducting market research and competitive analyses
- Hands-on data analysis experience, SAS, SQL or similar
- Experience with Net Promoter Score as a program and key metric
- Strong tolerance for ambiguity and complex organizational environment
- Align with Brand executive leadership to define market research strategy, methodology, and prioritization
- Analyzing and reporting out on both quantitative and qualitative data
3
Skills For Manager Customer Insights & Analytics Resume
- Developing a deep understanding of our customers and their digital journeys
- Analyzing survey data and turning it into actionable insights to drive up the NPS score
- Designing research plans that meet the business goals of Digital Product Managers
- Managing a team of User Researchers
- Develop and maintain dashboards for various reporting needs, including senior executive and executive level reporting and routine product monitoring/trending
- Dedicate to establishing and meeting the needs and expectations of internal and external customers
4
Skills For Senior Manager Customer Insights Resume
- Strategic thinking to develop strategies to achieve retailer and organizational goals
- Relationship building & influencing skills – able to develop effective relationships & influence others (adapting techniques to support effective decision-making across a diverse set of stakeholders)
- Gathers and communicates marketing campaign information and subscriber
- Knowledge of Bank Information Systems, such as retail product and reporting systems, including finance systems, Sales Builder, International product systems, International data marts and the Enterprise Data Warehouse
- Knowledge of Bank Information Systems, such as retail product and reporting systems, including finance systems, Sales Builder, and the Enterprise Data Warehouse
- Strong knowledge of distributed computing tools (HDFS, Map/Reduce, Hive, HiveQL, Sqoop, etc.)
5
Skills For Manager Customer Insights Resume
- Proficiency using statistical packages and statistical analysis
- Proficiency in MS Office and online survey writing software
- Strategic planning and execution of the Net Promoter Score (NPS) survey program for all digital touchpoints
- Knowledge of visualization tools such as Tableau
- Knowledge of Bank Information Systems, such as retail product and reporting systems, including finance systems, Sales Builder, and the Enterprise Data Warehouse or Data Lakes
- Knowledge of the Bank's products and services
- Consistent performer who adds value
- Steadfastly push self and others for result
6
Skills For Senior Manager Customer Insights & Analytics Resume
- Provide analytical support to the various business lines (e.g., day-to-day banking, personal lending, domestic finance, etc.) and customer segment groups (e.g., Customer Value Proposition, customer segments, Multicultural Banking, Small Business) to support business activities
- Build the voice of the customer strategy at BJ’S and support the continual learning model
- Connect multiple types of feedback across channels (website, mobile, call center) and products. Promote collaboration across digital teams
- Collect, analyze both quantitative and qualitative data, organize and continually monitor the voice of your customers. Generate feedback, transform feedback into insight and make it accessible and actionable for the organization
- Listen, measure and verify customer voices to direct priorities and goals. Use both solicited feedback – survey, web intercept, email, SMS and unsolicited feedback – social to listen to the customers
- Conduct focus groups, mystery shops and targeted research to support the digital organization
- Leverage dashboards and reports that integrate and display information from multiple customer voices regardless of source, survey or time
- Guide digital and omnichannel work, identify most valuable opportunities, deliver clear ROI, drive continues improvements and ongoing business results
- Strong analytical and interpretive skills with the ability to distill lengthy qualitative research or complex quantitative analysis into an insightful story with decisive recommendations
7
Skills For Manager, Customer Insights Resume
- Support execution of Americas’ digital marketing strategy, including the development and execution of a successful marketing automation program, website and mobile app strategy that drives lead generation, nurturing, and ultimately conversion
- Develop dashboards and reports that measure brand performance, determine gaps, and advising on next steps
- Manage account, contact, and lead data in enterprise HYG CRM to support marketing and sales business processes and customer obsession tactics, as well as support Master Data Management
- Lead the decision making process for global vendor recommendations and selection of digital technologies needed to support our key strategies and processes. Continuously optimize HYG properties to minimize costs while sustaining performance
- Create an e-commerce strategy, and support selection of an e-commerce platform to facilitate selling product online, directly to the customer
- Develop a digital advertising strategy and annual plan including the use of Google AdWords (PPC), Search Engine Optimization (SEO), display advertising, (SEM), video advertising and content development to support organic SEO
- Support the dealer management team with the adoption and execution of digital channel marketing tools to drive dealer engagement with HYG brand initiatives
8
Skills For Manager, Customer Insights & Analytics Resume
- Develop innovative and effective approaches and apply statistical and predictive modelling techniques to solve client’s analytics problems and communicate results and methodologies to business clients and senior members of the analytics team
- Provide business metrics for initiatives and provide on-going tracking and monitoring of performance
- Critical thinking, IT and major project management, budget management, technical infrastructure/system exposure and understanding
- Profit Sharing + 401(k), with company matching
- Understand the need to drive growth and operating efficiency simultaneously
9
Skills For Senior Manager, Customer Insights Resume
- University education with a specialization in marketing, statistics, mathematics, operational research or computer science
- University education with a specialization in marketing, finance, or computer science
- University education with a specialization in statistics, business, marketing, finance, or computer science
- Present and depict the rationale of findings in easy to understand terms for the business or senior management
- Constructively responds to point of view expressed by others
10
Skills For Manager Customer Insights & Analytics Resume
- Gives others the benefit of the doubt
- Provides support to those who need it
- Recognizes the interest and achievements of others
- Familiarity with the Bank’s operations in the Caribbean and Latin America
- Project management experience with the demonstrated ability to drive results; ability to make decisions with partial information, effectively manage through ambiguity and work effectively on multiple projects in a distributed team environment.
- Designing and conducting customer insight studies to deliver insights for Segmentation, Product Development (benefits hierarchy), NPD Concept testing, Marketing Mix Modeling, Pricing, and other complex analytics solutions
- Experience in driving business strategies from market / customer insights
- Familiarity with creating tools like user stories, journey maps, and personas
- Travel up to 20% of the time based on project needs
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