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Consumer Insights Manager
2 years ago
Job Posting Title
Consumer Insights ManagerSummary
We’re looking for a market/customer experience researcher with experience in architecting, implementing and leading Voice of the Customer (VoC), Customer Satisfaction (CSAT) and/or Net Promoter Score (NPS) loyalty research.
Reporting into the Senior Director of Consumer Insights, this role will be based in the US but is global in scope, supporting both the Big Fish teams in Oakland & Seattle, the Product Madness teams in London and Barcelona, and the Pixel United parent company that includes various games in development around the world!
You’ll work directly with the game studios, executives, Business Performance & Data Analytics teams, and the wider Insights teams (our growing Consumer Insights team as well as the Competitive Intelligence and Product Insights team) to ensure the voice of the customer is woven into the fabric of everything we do!What you'll do
- Own the overall vision for our Voice of the Customer (NPS/CSAT) program that includes having a point of view on the right questions to ask & when to ask them, who to sample & how often…and how the entire program can and should support the overall goals of our organization
- Manage and scale the program for our live games and drive the ongoing management of sample collection and key metrics
- Identify and recommend the right “game improvements” via key driver analysis, verbatim analysis, etc., needed to achieve and maintain an industry-leading experience for our gamers
- Develop and maintain code frames/taxonomies for qualitative open-end data across different games and genres, helping to build a best-in-class text analytics program within the Player Health ecosystem
- Work with the CX and Analytics teams to scale and maintain a “Close the loop” process for gamers in need of direct support
- Achieve a deep understanding of customer perceptions and sentiment across the gamer journey, delivering insights, reporting and strategic analyses that help executive leadership and their teams prioritize loyalty-enhancing initiatives
- Collaborate with cross-functional internal teams (Insights, Analytics, Product, Marketing) AND external vendors to take action on insights through effective communication and analysis
- All other duties as assigned.
What we're looking for
- 6-8 years experience in customer satisfaction/loyalty research
- Skilled at data collection and research methods including questionnaire design, survey programming and analysis
- A passion for gaming! And if you work or worked in the mobile gaming space that’s even better
- Being comfortable collaborating across multiple teams, functions and people (especially Data Analytics and Customer Support/Customer Experience teams)
- The ability to manage ambiguity, work autonomously, keep organized, and multitask in an agile environment
- Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
- The ability to understand, analyze and interpret complicated data that includes both attitudinal and behavioral insights. (i.e., comfortable working with large structured/unstructured data sets)
- Experience running and interpreting various statistical procedures (regression, correlation, etc.)
- Close familiarity with different analysis & reporting tools (Excel, SPSS, Displayr, Qualtrics, Alchemer, Looker, Wincross, ANOVA, t-test, etc.)
- CCXP (Certified Customer Experience Professional) or equivalent certification highly desired, though not required
Why Aristocrat?
- World Leader in Gaming Entertainment
- Robust benefits package
- Global career opportunities
Our Values
- All about the Player
- Talent Unleashed
- Collective Brilliance
- Good Business Good Citizen
The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
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