What are the responsibilities and job description for the CUSTOMER EXPERIENCE & INSIGHTS MANAGER position at nVent Electric Inc.?
We're looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.
As a Customer Experience and Insights Manager, your role will involve coordinating the entire customer journey, identifying customer issues, and leading efforts to maintain high levels of customer satisfaction. You will be a subject matter expert who can recommend and implement the right method to help discover the insights needed to uncover the customer problem and use creative problem-solving techniques to craft dynamic research studies. You will report to the Director of Customer Experience and Insights and will be a team member of the nVent Enterprise Marketing Team.
WHAT YOU WILL EXPERIENCE IN THIS POSITION :
Understand business issues to develop and implement customized customer learning plans.
Consult, advise and influence internal team members on insights methodologies, usage and interpretation to champion a customer-focused culture throughout the organization.
Be a subject matter expert in the varied insights techniques to be able to partner with research vendors to implement the insights studies effectively.
Visualizing the customer experience and analyzing customer feedback to define actionable recommendations and improve customer interactions across multiple touchpoints and channels.
Gather and synthesize data, while leveraging insights from new and historical sources.
Collaborate with key stakeholders across nVent to align customer experience efforts with business goals and objectives.
Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to stakeholders.
Manage multiple priorities, and effectively communicate project progress to stakeholders.
YOU HAVE : Required
Bachelor's degree or higher from an accredited institution in Marketing Research, Marketing, Mathematics, Analytics, Human Centered Design Research, Psychology or related field.
10 years consumer research experience as a supplier or at private, public, and / or government environment.
Well-versed and experienced in designing and conducting a broad array of mixed-methodology insights (qualitative and quantitative research techniques).
Proven analytical skill to organize and interpret data and develop insights that encourage action.
Demonstrated ability to create clear and compelling storylines that are strategically sound and emotionally connected.
Preferred
Master's degree or PhD from an accredited institution in Marketing Research, Marketing, Mathematics, Analytics, Human Centered Design Research, Psychology or related field.
Experience in foundational analytics, to analyze and develop data visualization deliverables.
Experience as an Customer Experience and Insights professional at an Industrial Manufacturing company.
WE HAVE :
A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day
At nVent, we believe safer systems ensure a more secure world. We connect and protect our customers with inventive electrical solutions. We design, manufacture, market, install and service high-performance products and solutions for mission-critical equipment, buildings and essential processes. Our solutions are helping build a more sustainable and electrified world.
We are a $3.3B company with a dedicated team of more than 11,000 employees around the globe. Our comprehensive portfolio of enclosures, electrical and fastening, and thermal management solutions dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, RAYCHEM and SCHROFF.
Commitment to strengthen communities where our employees live and work
We encourage and support the philanthropic activities of our employees worldwide
Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money
Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being :
Innovative & adaptable
Dedicated to absolute integrity
Focused on the customer first
Respectful and team oriented
Optimistic and energizing
Accountable for performance
Benefits to support the lives of our employees
At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other's authenticity because we understand that uniqueness sparks growth.
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