Operations Coordinator - Waltham, United States - Western New England University

Description

POSITION:

MARKET RESEARCH AND INSIGHTS MANAGER

Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being.

We are committed to exceeding expectations and having a strong commitment to diversity and inclusion.

The Market Research and Insights Manager is a key role to Cambridge Savings Bank that will help fuel the ongoing insights that support the strategic plan and the ongoing growth of each of the business lines.

Under the guidance of the Marketing Research and Segmentation Manager, FVP, this role will help expand the research function for the bank and its primary and secondary research practices as well as the Voice of Customer (VoC) program.

Key Result Areas:
Design, lead, and execute primary market research studies - both quantitative and qualitative - from inception to conclusion. (i.e., leading consultative discussions, determining and scoping research approaches, and designing research) to conclusion (i.e., identifying key stories and implications, socializing them, and driving changes)

Manage research vendors, or design and conduct research studies internally, depending on the most effective approach for the strategic initiative at hand.

Oversee day-to-day management of the VoC program, working closely with the manager and the vendor, including but not limited to ensuring smooth operations of ongoing customer feedback loops, optimizing program setups, reviewing results, performing additional data analysis, and being a point-person for the internal teams.

Lead expansion of the VoC program by identifyingkey customer touchpoints, determining operational feasibility, analyzingrelevant operational data, and designing a new customer feedback program.

Elicit and share actionable market and customer insights from the Voice of Customer and other market research data.

Conduct in-depth analysis of operational, financial, or customer data to identify key attributes that help illuminate customer experience/journey or business opportunities.

Support market and competitive intelligence initiatives through secondary research and competitive analysis.
Manage internal vendor contracting/onboarding processes and existing vendor relationships.
Collaborate and partner effectively with Marketing colleagues and cross-functional teams.
Perform additional duties as required.


Qualifications:
BA/BS; advanced degree preferred.
5+ years of experience in primary research and/or VoC/CX Programs.
Proven track record of independently managing and leading primary research or VoC programs end-to-end.

Hands-on experience with a wide range of quantitative and qualitative market research methodologies; market research specific statistics and analytics expertise.

Market & competitive intelligence analysis training and experience preferred.
Experience with financial services or other regulated industries preferred.
Ability to process, analyze, and synthesize data from primary, secondary, and operational data sources.

Excellent written and verbal communication skills with a experience for simplifying complex analysis to deliver impactful stories to audiences at all levels.

Excellent project management skills; highly organized with meticulous attention to detail.
Self-motivated, take initiative, and can handle multiple projects simultaneously while prioritizing and collaborating effectively with colleagues.
Proficient in Microsoft Programs, including Word, Excel, and PowerPoint with the ability to learn other digital platforms.

Proficient in data analysis software (e.g., SPSS, MS Access, crosstab tools, etc.) as well as survey management software (e.g., Qualtrics, Survey Monkey, Conformit, etc.); VoC/CX platform experience is preferred.

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities the inclusion of which would be in conformity with the major purpose of this job.

Location:
Waltham, Massachusetts


About Cambridge Savings Bank:
Cambridge Savings Bank is a full-service banking institution with over $6 billion in assets.

As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve.

One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers.

In March 2023, Kroll Bond Rating Agency affirmed CSB's investment-grade rating, reinforcing the bank's position as a reliable business lender.

To learn more about how CSB can meet your needs, visit us at , or better yet, come meet us to help you make the most out of your banking relationship.

Member FDIC. Equal Housing Lender. NMLS #

Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

We are a VEVRAA Federal Contractor.

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