Customer Experience & Market Research Manager

OG Consulting, Inc.; Philadelphia (Philadelphia County); Híbrido; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

OG Consulting, Inc. is seeking a Market Research Manager in Philadelphia to assess customer experience data, focusing on NPS and CX metrics.

You will work across data sources to uncover trends, drivers, and insights that inform business decisions. The role emphasizes moving beyond dashboards to craft compelling narratives that explain the “why” of CX trends, supporting dashboards, and collaborating with stakeholders to answer complex questions.

Formación

• 3–6 years of analyst experience in CX, market research, or analytics.
• Strong analytical skills with large datasets.
• Experience with NPS, CX metrics, or surveys.
• Proficient in Excel and data visualization tools.
• Ability to turn data into actionable narratives.
• Excellent written and verbal communication.
• Must be able to commute to Philadelphia 3-4 days a week.

Responsabilidades

• CX & NPS analysis to identify trends, drivers and opportunities for improvement.
• Data synthesis across multiple sources to develop a clear understanding of CX performance and trends.
• Create, maintain and manage CX dashboards and recurring reporting.
• Translate analytical findings into clear narratives and actionable insights.
• Partner with CX, Research, Analytics, and business stakeholders for data-driven answers and recommendations.
• Support ongoing CX measurement initiatives and pilots as the client evolves its approach.
• Collaborate across teams to connect information and support broader CX strategy.

Conocimientos

NPS analysis

CX analytics

Data storytelling

Reporting & dashboards

Stakeholder communication

Problem solving

Data visualization

Cross-functional collaboration

Organization

Herramientas

Tableau

Power BI

Excel

Descripción del empleo

OGCisaboutiqueresearchandconsultingagencyspecializingindata drivenstrategy,quantitativeanalytics,andCustomerExperience(CX)programdesignandoptimization.Wepartnerwithsomeoftheworld’sleadingorganizationsacrossFinancialServices,SpecialtyRetail,Telecommunications,Hospitality,andSoftware,helpingthemgainadeeperunderstandingoftheircustomers,translateresearchintoactionableinsights,andimprovebusinessprocessesandcustomerexperiences.

Oneofourtelecommunicationsclientsisseekingananalytical,detail orientedMarket Research Managertojointheirteam.Inthisrole,youwillsupporttheanalysisandmeasurementofcustomerexperience,withaparticularfocusonNPSandotherCXmetrics.Youwillworkacrossmultipledatasourcestoidentifytrends,uncoverkeydrivers,andtranslatefindingsintoclear,actionableinsightsforstakeholders.

Thispositionisidealforastronganalyticalthinkerwhoisequallycomfortableworkingwithdataandcommunicatingwhatthatdatameans.Thesuccessfulcandidatewillbeabletomovebeyondreportingnumberstodevelopclearnarrativesaroundcustomerexperiencetrends,supportdashboardsandreporting,andworkcollaborativelywithstakeholderstoanswercomplexbusinessquestions.ThispositionisbasedinPhiladelphia3-4daysaweek.

• CX&NPSAnalysis:AnalyzeNPSandothercustomerexperiencedatatoidentifytrends,drivers,andopportunitiesforimprovement.

• DataSynthesis:Pulltogetherdataandsignalsfrommultiplesourcestodevelopaclearunderstandingofcustomerexperienceperformanceandtrends.

• Reporting&Dashboards:Create,maintain,andmanageCXdashboardsandrecurringreporting,ensuringdataisaccurate,relevant,andeasytointerpret.

• InsightDevelopment:Translateanalyticalfindingsintoclearnarrativesandactionableinsightsthatexplainthe"why"behindcustomerexperiencetrends.

• StakeholderSupport:PartnerwithCX,Research,Analytics,andbusinessstakeholderstounderstandkeyquestionsandprovidedata-drivenanswersandrecommendations.

• Research&Measurement:SupportongoingCXmeasurementinitiativesandpilotsastheclientevolvesitsapproachtounderstandingcustomerjourneysandexperiences.

• Cross-FunctionalCollaboration:Workacrossteamsanddatasourcestoconnectinformation,identifypatterns,andsupportbroaderCXstrategyanddecision-making.

• Experience: 3–6 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.

• Strong Analytical Skills: Demonstrated ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions from data.

• CX / NPS Experience: Experience working with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.

• Reporting & Visualization: Strong experience with Excel and/or data visualization and dash boarding tools such as Tableau, Power BI, or similar platforms.

• Data Storytelling: Ability to turn data into a compelling, easy-to-understand narrative and communicate the key implications to stakeholders.

• Communication: Strong written and verbal communication skills, with confidence presenting findings and insights to cross-functional teams.

• Research Knowledge: Understanding of quantitative research and survey methodologies; experience with qualitative research or journey research is a plus.

• Problem Solving: Ability to work with multiple data sources, investigate unexpected findings, and independently identify the information needed to answer business questions.

• Organization & Adaptability: Strong organizational skills with the ability to manage multiple priorities and adapt in a fast-paced, evolving environment.

• Location: Must be able to commute in Philadelphia, PA 3-4 days a week