Cars.com is seeking a passionate, data savvy Voice of Consumer (VoC) Insights Manager to join the Research & Insights team and fuel our mission of growth through consumer and data-driven insights. In this dynamic role, you will be responsible for running our ongoing consumer satisfaction study (CSAT), as well as our dealer satisfaction study (DSAT).  Each of these programs have multiple interactions/touch-points and this role will be responsible for connecting these types of consumer and customer feedback to tell a comprehensive story on the health of the brand with our audiences.  This person will gain a deep understanding of the Cars.com audience and our dealership customers and will become intimately familiar with what satisfies our visitors and customers, as well as what frustrates them.  This is an exciting opportunity to be a key influencer to the company’s strategic decisions and to learn and grow with our Research & Insights team. This role will report to the Senior Manager, Research and Insights.

RESPONSIBILITIES INCLUDE:

  • Lead and optimize our consumer and customer experience measurement programs. Act as the voice of the consumer/customer to raise awareness of pain points.
  • Promote, educate, and raise awareness of the value of VoC insights across the organization. Develop a communication plan for sharing themes and insights on a monthly/quarterly basis with key audiences
  • Partner closely with Operations, Product, Experience Design, and Technology to surface and act on high-priority issues and feedback received from customers/consumers
  • Identify and analyze information/data sources (e.g., social media, analytics, customer care tickets) to include in the overall program
  • Develop a cross-functional VoC “task force” to instill a centralized approach for data collection efforts, align on recommendations, and support the overall vision
  • Develop strong relationships with key cross-functional partners and determine the types of VoC Insights and information they need based on their roles

REQUIRED SKILLS:

  • Solid marketing quantitative research skills, including synthesizing data into actionable insights
  • Fluent in research design, implementation and analytics
  • A natural curiosity about consumer behavior and the driving factors that guide it
  • Ability to evaluate the user journey and how it relates to specific user goals and needs
  • Familiarity with analyzing the user journey on different devices (e.g., responsive, mApp, mWeb) and platforms (e.g., Apple App Store, Google Play Store)
  • Excellent critical thinking and analytical skills
  • Excellent presentation skills and ability to adapt level of information and insights appropriate for audience
  • Adept at recognizing knowledge gaps and developing research objectives and solutions that take into account linkages and dependencies
  • Proven ability to translate abstract ideas into actionable, solution-oriented insights and frameworks
  • Strong storytelling ability, and client-facing presentation, facilitation and speaking skills

REQUIRED EXPERIENCE:

  • Bachelor’s degree required
  • Minimum of five years of experience developing/managing VoC program(s)
  • Experience writing and programming surveys in platforms such as Qualtrics required
  • Expertise with Excel, PowerPoint, SPSS/SAS/R or other data analysis tools. Experience with Tableau a plus
  • Strong analytical skills with experience in data analysis, including regressions, segmentation and cluster analysis
  • Experience with consumer communities/panels a plus
  • Experience with social media listening tools such as Crimson Hexagon a plus
  • Familiarity with app store rating systems a plus (e.g., primary app rating programs, AppAnnie, Sensor Tower)

ABOUT YOU:

  • Can easily organize and analyze sets of data and distill into actionable insights
  • Superior work ethic and eagerness to learn, time/project management, and flexibility to thrive in our dynamic environment
  • Active listener with the ability to ask the right questions to understand the business problem and identify the analysis approach
  • Excellent written and verbal communication skills; ability to communicate findings with across multiple levels within the organization
  • Comfortable presenter and excellent data storyteller
  • Creative problem-solving skills, with the ability to extract insights and opportunities from our data
  • A team player with a positive attitude and enthusiasm for our team’s mission.

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