Director, Customer Insights

Title: Director, Customer Insights

Location: Walnut Creek United States

Job Description:

time type

Full time

job requisition id

J139147

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

 

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At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work.

 

This role is a hybrid role that requires 3 days a week in the Walnut Creek Office

Reporting to the Vice President of Member Experience, the Director, Member Insights will lead a team of Member (Consumer) Insights and Research Professionals responsible for research project management, insights data analysis, and other insights enterprise initiatives. As a transformational leader, you will deliver consumer and marketplace insights and learnings in order to grow the AAA businesses. 

 

ESSENTIAL FUNCTIONS

• Builds, develops, and leads a team of Member Insights Professionals. Mentors the broader insights staff
• Influence company strategy and cross-functional team members by actively and persuasively representing the Member and marketplace dynamics
• Develop, manage, and execute consumer insights learning plan(s) to support brand strategies, communication, and marketing plans
• Create and adopt appropriate methods, processes, and tools to drive product growth and establish frameworks for a world class insights organization
• Lead Voice of the Customer program and report out on NPS trends
• Lead vendor and agency partner research projects to select the best methodology and tools to maximize learning and gain value from projects.
• Incorporate macro trends into everyday activities and articulate how these trends influence AAA Members’ mindset and purchase behaviors
• Manage brand equity tracking, customer experience tracking research, positioning, communication and advertising testing, new product concept and product testing, and larger strategic projects such as consumer segmentation as needed
• Present findings to senior management to drive business decisions
• Responsible for managing budgets, schedules, work plans and performance standards for the Insights Team

 

KNOWLEDGE AND SKILLS

• Experience in consumer research including custom and syndicated
• Evidence of strong analytical skills; ability to use research as a tool in decision making
• Ability to influence and lead within the organization as a functional research expert
• Experience with multiple quantitative and qualitative methodologies and approaches
• Willingness to stretch outside of comfort zones and seek constant improvement of techniques via leveraging outside partners
• Superb communication and organization skills
• Strong working knowledge of Qualtrics, Expert level preferred

 

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

 

PREFERRED JOB REQUIREMENTS

• Minimum Qualifications
  • Bachelor's degree in related area (BA/BS degree in business, statistics, marketing, psychology, consumer behavior, or related discipline) plus 8 years/High School diploma plus 12 years of experience in consumer insights, market research, marketing, quantitative analysis, and/or business analysis blending a mix of qualitative and quantitative research experience in a business to consumer environment
  • 5 years of experience in a people management role

• Preferred
  • MBA / MS
  • Consumer packaged goods experience preferred

 

WORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTS

Works in an office environment sitting at a desk, table or computer workstation for extended periods of time. May travel by car, plane or other form of transportation to attend business meetings or conferences. Approximately 50-80 percent of the time spent on the job involves the use of a personal computer.

 

#LI-OH1

We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $155,080.00 - Mid: $193,850.00- Max: $232,620.00