What are the responsibilities and job description for the Director, Customer Experience Management position at Ipsos?
Job Description
What makes this role important at Ipsos?
We help the biggest companies solve some of their biggest problems. We are everywhere : in 89 countries and counting. Our clients make the products and deliver the services you use every day, probably including the browser that led you to this posting, the beverage that is sitting next to you. Pick a sector and we are there, on the ground as trusted advisor to the world's leading businesses on all matters relating to measuring, modeling, and managing customer and employee relationships. We are the recognized market, thought and technology leader in our field. Sound like the right place for your career? Share our passion. Share our success. And join us in being proud to be Ipsos.
What you can expect to be doing :
- Develop and design appropriate solutions for clients, based on research approaches and products that are best suited to meet their needs
- Write winning proposals
- Oversee and direct multiple market research projects at once, including but not limited to relationship and transactional customer experience and ad hoc studies
- Manage and coordinate all aspects of the research process from research design, questionnaire design, pre-field activities, monitoring field and project status, analysis and interpretation of results through the preparation of reports and delivery of presentations
- Data interpretation and presentation story telling including the ability to draw conclusions / make recommendations from the data results into actionable insights
- Maintain and strengthen client relationships through exceptional service and strong attention to quality control
- Understand and address business needs / issues of clients- providing consultation versus order taking
- A strong focus on financials and account growth
- Provide day-to-day guidance and coaching to junior team members required
What success in this role looks like :
This position is a leadership role that will be an integral part of the Customer Experience team. You will work closely with CX leadership to anticipate, interpret and support client's business needs with innovative tools and resources. The best-suited candidate will be able to lead and manage a team that can successfully gather and interpret data that will drive client business.
As a Director, you will play a key role in building a business, including writing proposals, delivering strategic insights to our clients and developing and managing quantitative insights programs in the customer experience space. Your work will include a variety of studies requiring sharp time management skills and keen attention to detail. Your day-to-day responsibilities will include managing research / analytics projects from start to finish, working with clients on questionnaire design and reporting, and collaborating with internal teams on sampling, survey programming, data processing and data analytics. You will work closely with senior research staff to assure survey and project accuracy, and to ensure projects stay on schedule, as well as manage junior staff with respect to project deliverables. You will be responsible for preparation and delivery of custom, story-telling style reports that delivery actionable insights to our clients.
This might be the job for you if you have :
If you don't meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you're applying to!
In accordance with NY / CO / CA / WA law, the estimated base salary range for this role is $100,000 to $115,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and / or certifications.
What's in it for you :
At Ipsos you'll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.
To find out more about all the great reasons to work at Ipsos, how we're making an impact around the world, and more about our benefits and employee programs, please visit :
Why Work at Ipsos | US
Commitment to Diversity
Ipsos recognizes the necessity of building an inclusive culture that values each employee's individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos' diverse employees who compile and analyze this data-they are the essence of who we are and what we do.
We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.
Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.
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About Us
Ipsos is one of the world's largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we're proud to share we've received our Great Place to Work Certification in 2022 & 2023!
About the Team
Customer Experience at Ipsos is All Things Customer . Our mission is to equip our clients with the insights they need to make better decisions about their customer experience investments. We do this through CX research and advisory, cross-channel analytics (digital and physical), and CX performance measurement across the customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible CX recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive customer loyalty, retention and growth.
Salary : $100,000 - $115,000
