Manager, Customer Experience Research in Boca Raton, FL by Bluegreen Vacations

Date Posted: 11/6/2018

Job Snapshot

Job Description

Purpose:

Reporting to the Vice President, Customer Experience, the Manager, Customer Experience Research will own the Voice of the Customer and work collaboratively other business channel leads as well as with our design, product and development teams to design, build and test best-in-class customer experiences in both digital and physical environments. This role will build a premium customer experience across products and initiatives, shaping business objectives and design decisions and effectively communicating the overall strategy to the larger team. The Manager, Customer Experience Research will inform product, marketing and sales strategies by persevering and enhancing the consumer perspective through customer-centered practices.

The Manager, Customer Experience Research will be responsible for building and leading a Customer Experience Research team and will oversee all onsite and offsite customer testing and observation the team performs. This individual will be tasked with improving the efficacy and quality of our view of our customers and methods to collect feedback. Will identify key performance metrics and create a roadmap of digital asset improvements overtime. They will be a key partner in strategic decisions. We operate in a fast paced, ever changing environment; the Manager, Customer Experience Research will need to scale the team, technology and processes to support the business growth.

Manager will create, update and apply our core customer personas, investigate customer behavior across the 360-degree lifecycle and all touch points throughout. Using data and analytics, will track engagement and insights and formulate action plans for further testing strategies.

Responsibilities:

• Identify and prioritize opportunities where research can validate or improve a product decision or enhance the users' experience.
• Own and lead all aspects of the research process, from planning, scoping and recruiting to selecting appropriate methods, conducting the research, analyzing the data and presenting findings to larger team and stakeholders.
• Conduct all research activities and lead stakeholders through the journey and analysis phase to influence marketing, sales and product strategy.
• Understand the specific pain points that the customer faces at any time in their journey and work towards improving it.
• Be an advocate for the end customer by skillfully communicating the customer perspective.
• Define and uphold usability standards and advise on meeting them across products.
• Gather findings and insights, synthesize them into digestible, understandable categories, crystallize the data into recommendations and action items.
• Work with Product Management to write requirements, create user stories, formulate a road map.
• Contribute improvements to the team’s process, tools and communications.
• Establish best-in-class customer engagement strategies to improve customer experience across digital and physical touch points.
• Leverage data and technology to improve KPIs through performance management and automation.
• Partner with marketing and product development to create educational and proactive communication to our customers.
• Explore and advise executive leadership on potential new channels for customer engagement (i.e. chat and phone)

“Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW”

Job Requirements

• BA/BS in Human Computer Interaction, Psychology, Design, Information Science, Computer Science, Anthropology or related field
• 7+ years’ experience conducting customer research for a continuous product development process
• Strong understanding of strengths and shortcomings of various quantitative and qualitative research methods, including when and how to apply them during the various product phases
• Strong storytelling and presentation skills to translate insights into actionable design and development recommendations in a time efficient manner for a product team
• Extensive experience delivering high quality customer research and driving impact through insights
• Experience with a variety of research methods: observational research, user/stakeholder interviews, surveys, card sorting, usability studies, etc.
• Expertise in a wide range of methodologies and tools, and can develop innovative new methods where necessary
• Sound ability to scope, plan and execute each step of the research process from end to end
• Foundational knowledge of information architecture, customer centered design principles and content strategy
• Highly motivated, able to work unsupervised, multi-task and prioritize workload
• Portfolio and/or work samples demonstrating your research work, communication style and methodologies
• Effective presentation skills to deliver information and testing results to a C-Suite level audience in an informative, persuasive, inspirational way

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