Senior Research Manager, Customer Experience

What you can expect to be doing:

• Building and maintaining relationships with key clients by responding to queries and providing updates per client requests in an on-going timely manner.
• Providing day-to-day guidance and coaching to junior team members
• Executing all aspects of the research process from questionnaire programming and research design, data collection execution, big data management, analysis, and interpretation of results through to preparation of reports
• Documenting work processes and creating new efficiencies to run complex tasks for large research tracking programs.
• Liaising on a regular basis with other team members as well as other key internal operations groups if needed, to ensure that accurate, reliable results are delivered to client in a timely, cost-efficient manner

This might be the job for you if you have:

• Comfortable managing a demanding and multi-faceted workload
• Comfortable processing, cleaning, and manipulating large data sets
• Works well in a team environment with colleagues at all levels
• Self-motivated, analytical individual with an attention to detail who strives in a dynamic, deadline driven environment
• Experience working with CX platforms such as Qualtrics, Medallia or InMoment an asset
• Comfortable using SPSS, SQL (or any similar tool) to manage data and solve complex business issues
• Ideal candidates will have up to 5 years of quantitative market research experience
• Expertise working with customer satisfaction/experience tools and methodologies preferred
• Bachelor’s degree in marketing, business management, computer science, research or related field
• Outspoken and ability to form and maintain significant and ongoing client relationships
• Ability to run API updates as well as webservice data transfers
• Self-starter with the ability to successfully collaborate with a virtual team
• Superior organizational, multi-tasking, decision-making and problem-solving abilities
• Ability to manage multiple projects – strong quantitative research project management skills

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!

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 | CA

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.

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!

Organization

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.