Customer Experience & Market Research Manager
OGC Global
Opportunity published from Recruitee · applications stay with the original hiring source.
About the opportunity
OGC is seeking a Market Research Manager for one of our telecommunications clients.
In this role, you will support the analysis and measurement of customer experience, focusing heavily on NPS and other key CX metrics.
You will synthesize information across multiple data sources to identify trends, uncover key drivers, and translate analytical findings into clear, actionable insights for stakeholders.
This position is ideal for an analytical thinker who excels at turning complex data into compelling narratives. You will build and maintain dashboards, support recurring reporting, and collaborate cross-functionally to answer critical business questions.
NPS Analysis
Analyze NPS and customer experience data to identify trends, drivers, and areas for improvement.
Data Synthesis
Combine data and signals from multiple sources to understand customer experience performance.
- Reporting & Dashboards: Create, maintain, and manage CX dashboards and recurring reporting for accuracy and usability.
Insight Development
Translate analytical findings into clear narratives explaining the "why" behind CX trends.
Stakeholder Support
Partner with CX, Research, Analytics, and business teams to provide data-driven recommendations.
- Research & Measurement: Support ongoing CX measurement initiatives and pilots to understand customer journeys.
Cross-Functional Collaboration
Work across teams to connect information, identify patterns, and support broader CX strategy.
Qualifications
- 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
- Proven ability to analyze complex datasets, identify trends, and draw clear conclusions.
NPS Experience
- Experience working with NPS, customer satisfaction, survey data, or similar CX metrics.
- Reporting & Visualization: Strong proficiency with Excel and data visualization/dashboarding tools like Tableau or Power BI.
Data Storytelling
Ability to turn data into compelling narratives and communicate implications to stakeholders.
- Communication: Strong written and verbal communication skills with experience presenting to cross-functional teams.
Research Knowledge
Understanding of quantitative research and survey methodologies.
Problem Solving
Ability to investigate data, handle multiple sources, and independently answer business questions.
- Organization: Strong organizational skills to manage multiple priorities in a fast-paced environment.
Nice to have
- Experience with qualitative research
- Experience with journey research
Job details
- Location: Philadelphia, PA (Hybrid: 3-4 days a week on-site)
About the company
OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization.
We partner with world-leading organizations across Financial Services, Specialty Retail, Telecommunications, Hospitality, and Software.
We help our clients deeply understand their customers, translate research into actionable insights, and elevate business processes and customer experiences.
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
