XM Manager – Insights and Analytics at IQbusiness

Requirements:

• Minimum of 5 years of market research/business analytics experience
• Hold a degree in economics, marketing, sociology, psychology, social science or related degree.
• Knowledge and experience across market research quantitative and qualitative domains
• Understanding of the application of primary and secondary research and analysis techniques
• Fluent in English (spoken and written)

Technical Requirements:

• Sound knowledge and understanding of the application of laptop operating systems & Microsoft Office software packages, i.e., Microsoft Windows and Microsoft Office (Outlook, Word; Excel and PowerPoint)
• Proficient with the technology needed for research operations as well as the ability to identify and assess new technologies which could add value to the business.
• Knowledge and understanding of core statistical techniques, metrics and approaches used in experience management measurement programmes and research.
• Sound knowledge and understanding of the features and products available on the Insights platform.

Competencies:

• Adept at translating client needs into an appropriate insight’s solution.
• Strong reporting and presentation skills
• Strong analytical skills
• Client-focused (strategy, insights, and service delivery)
• Strong problem solving
• Critical Thinking
• Decision Making
• Attention to detail and resourcefulness.
• People management
• Excellent communication skills
• Ability to work independently and to take initiative.
• Adept at building relationships and networks
• Planning and Organising
• Ability to work well under pressure and possess a high degree of tenacity.
• Conflict management
• Project Management

ROLES AND RESPONSIBILITIES:

• Ability to operationalize research techniques which deliver rich and deep insights into our customers.

Team Leadership and Culture:

• Facilitate their team environment with an open communication culture.
• Encourage curiosity and learning and living the company values.
• A team player, able to support internal and external stakeholders.
• Co-Develop learning and development plans for staff.

Project Initiation / Proposal

• Attend necessary briefings and scoping meetings.
• Provide the necessary input into best research approach, design and methodology, case studies & time spent for proposals/ other types of projects.
• Task allocation
• Assist with proposals and presentations.

Research design & delivery:

• Take conceptual work done in proposal phase and help delivery team to operationalise ask.
• Provide guidance to team when designing the questionnaire to ensure that it aligns with research design.
• Provides guidance and input into the preparation of visual and insightful reports with actionable way forward.
• Manage team capacity & select and brief delivery team.
• Ensure that team has resources required to successfully complete tasks.
• Ensure that project teams can adhere to agree upon timelines.
• Macro level monitoring of key project milestones to ensure client deadlines are met.
• Plan for efficiencies in reporting

Client Onboarding:

• Assist AM in Articulating research/ methodological requirements.
• To oversee with the tech XM Manager the scope of new project work/surveys with the client.
• Team project allocation

Project delivery / implementation:

Management of Research Projects:

• Management of capacity and resourcing across all projects
• Manage client escalations.
• Monitoring of key project milestones to ensure client delivery is met.
• Oversee the analysis of results and reporting.
• Guiding the team on priorities and managing and resolving conflicting priorities

Data analysis:

• Ensure that QC measures are in place for all types of reporting.
• Assists the team prepare for client presentations.
• Ensure that efficiencies are in place and can be maintained.

Contract Reviews

• Provides input on Analytics deliverables to client liaison stream.

Research, Insights and Analytics Skills Transfer:

• Mentoring, training, and guiding team on all parts of the research process and Insights Platform
• Sharing information from conferences, webinars, articles, industry papers, ESOMAR reports and other sources.
• Sharing “Best in Class” deliverables and practices with the team
• Keep up to date with the latest trends & enrol in Udemy learnings to grown knowledge base
• Complete Udemy training for professional growth (relevant to the XM field)
• Continuously share new learnings with the rest of the team in form of articles/ training courses/ conferences Ile necessary content where required.

People Management:

• Coordinate, lead, mentor and evaluate the performance of direct reports.

Actively supports team to manage their teams:

• Continuous feedback on performance
• Keeping monthly metrics up-to-date and accurate
• Management of capacity and resourcing
• Career management and development of current resources
• Succession planning
• Disciplinary obligations

Thought Leadership:

• Keep up to date with the latest trends and guide the team on trends.
• Develop appropriate content where needed.
• Present webinars when needed.
• Facilitate training sessions where necessary.