Customer Research Project Manager-Customer Experience

Customer Research Project Manager-Customer Experience

Job ID:

240606

Location:

DC - L'Enfant Plaza

Full/Part Time:

Full-Time

Posting Open-Close

11/04/2024

11/19/2024

Union

NRP

Regular/Temporary:

Regular

MARKETING STATEMENT

Customer Research Project Manager - Customer Experience

Do you have a passion for consumer research and for using research to improve the customer experience?

In this position, you¿ll play a vital role in designing and implementing WMATA¿s customer research initiatives¿including qualitative user experience studies and quantitative research¿to inform the organization¿s efforts to design, build, market, and deliver better products and services for the public.

In this role, you will:

• Apply your experience and expertise in consumer research to gain valuable insights about WMATA¿s customers, including frequent and occasional users of Metrorail, Metrobus, and Metro Access.

• Communicate actionable insights via various channels and formats to inform the strategic and tactical decisions of important stakeholders throughout the organization.

• Provide technical assistance, training, and support to other teams on sound methodologies for collecting, analyzing, and interpreting customer input.

You¿ll work closely with internal clients on the design, planning, and execution of custom research studies to inform their specific projects and initiatives, to ensure that their business decisions will¿effectively and efficiently¿improve the customer experience and increase customer satisfaction.

This role provides significant autonomy and the opportunity to shape the future of the organization.

Join us to make a meaningful impact in the public service sector, by gathering valuable insights to inform decisions that affect millions of residents across the DC-MD-VA Metropolitan area!

MINIMUM QUALIFICATION

Education

• Bachelor¿s degree from an accredited college or university in Psychology, Cognitive Science, Marketing, Business, Economics, Sociology, or a related field.

Experience

• Minimum of six (6) years of experience in marketing research or another research role

Other Requirements

• Submittal of a short writing sample

Certification/Licensure

• N/A

Preferred

• Master¿s degree, or higher, in Business, Public Policy, or a research discipline

• Experience with government contracting.

• Knowledge of conjoint survey techniques and tools

• Working knowledge of R and SQL

MEDICAL GROUP

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

SUMMARY

The Customer Research Project Manager assist in the development and implementation of WMATAs customer research program. The incumbent (1) collects data and insights from external customers (i. e. , Metrorail and Metrobus riders); (2) collects feedback from internal customers (i. e. , WMATA employees) via interviews and survey; and (3) collaborates with and guides other teams on their research projects (e. g. , post-event surveys, training assessments, etc. ) including technical assistance on survey tools and methodologies.

The incumbent pro-actively engages with internal clients to identify knowledge gaps and business problems, for designing and executing research projects, to address those gaps and problems, and for communicating actionable research findings to key stakeholders. The incumbent exercises independent decision-making in a policy and research arena, with opportunities to influence decisions across the Authority.

ESSENTIAL FUNCTIONS

• Identifies client¿s recurring and episodic needs. Communicates with internal clients ¿ including members of the Senior Executive Team (SET), to understand their business goals and corresponding research needs.

• Designs and executes research projects to address client research needs and manage a portfolio of vendors to execute, analyze, and report research findings.

• Drafts requests for proposals, evaluates research proposals, and works with the procurement team to execute contracts with vendors.

• Plans, assigns, and schedules work to be performed by external research partners. As needed, train external staff on WMATAs specific research methods and protocols.

• Oversee the works-in-progress of external research partners to ensure that the final deliverables will meet WMATAs quality standards. Decides on changes in contracted personnel for specific projects, if necessary.

• Designs, programs, and launches customer surveys in-house, analyzes survey data, crafts discussion guides for qualitative studies, and manages ongoing customer satisfaction surveys.

• Composes reports on actionable research findings for various audiences and presents those research findings.

• Measures the effectiveness of marketing, advertising, and communications campaigns, monitors developments and trends in the transportation industry.

• Analyzes large data sets (e. g. , Smart trip card tap-in/tap out data) to corroborate or supplement findings from our primary research (i. e. , interviews and surveys).

• Stays abreast of new research technologies, maximizes utility from current tools, and trains internal staff on the use of such tools.

Thefunctions listed are not intended to limit specific duties and responsibilities of any position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria:

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Personal Interview

• Skills Assessments

• Verification of education and experience

• Criminal Background Check

• Credit history report for positions with fiduciary responsibilities.

• Successful completion of a medical examination including a drug and alcohol screening

• Review of a current Motor Vehicle Report

CLOSING

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law. This posting is an a.