Market Researcher - Voice of Customer

Overview:

We seek an experienced and talented market researcher who is passionate about applying data-driven strategic and analytical thinking to support our Voice of Customer (VoC) and Net Promoter Score (NPS) initiatives.

As a VoC & NPS consultant , you will

• Manage all stages of quantitative (e.g., surveys) and qualitative (e.g., focus groups, 1:1 interviews, etc.) research studies, including research proposals, research methodology & design, operational execution, analysis, and reporting.
• Identify the proper research method(s) for deep-dive research studies based on business objectives, timeline, and resourcing.
• Collaborate closely with stakeholders in Customer Success and Product Management to manage the development of and showcase customer success stories.
• Conduct survey analysis, identify insights and opportunities, and devise recommendations that will inform business decisions aimed at improving the customer experience
• Dive deep into both qualitative and quantitative data to bring forward new insights that inform product and customer service innovations
• Communicate research findings and recommendations in clear, concise, and compelling ways to all levels of management
• Influence partner teams across the company to take action based on research findings
• Manage external vendors that we work with for executing research studies
• Identify opportunities to simplify existing research processes and operate more nimbly

Qualifications:

• Bachelor’s degree in Business, Research, Economics, or a related field of study required
• 7+ years of quantitative/qualitative B2B market research experience, including survey design and execution
• 7+ years of experience utilizing data and analytics to formulate program objectives, solve business problems, and drive process improvements
• 5+ years of experience in program management, project management, roadmap planning, and building processes
• Experience with statistical techniques used for survey design and analytics (e.g., statistical significance, Conjoint, MaxDiff)
• Experience programming in Qualtrics
• Strong proficiency in Excel, including features such as pivot tables and advanced formulas (e.g., VLOOKUP, INDEX, MATCH, etc.)
• Experience using data visualization tools
• Proven ability to work in cross-functional global teams, communicate with colleagues in both business and technical roles, and develop processes at scale
• You must have strong interpersonal skills, time management, accuracy, and a passion for communicating effectively (speaking and writing in English).
• You are self-directed with an unparalleled work ethic and flexible in accommodating US and European work hours.
• You have a proven track record of building and executing high-impact, high-volume programs at scale. Impeccable organizational skills and the ability to zoom out (see the big picture) and zoom in (pay attention to detail) are crucial to success.

About Avalara: We’re Avalara. We’re defining the relationship between tax and tech.
We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.
Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not until we’ve achieved our mission - to be part of every transaction in the world.
We’re bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.
We’ve been different from day one. Join us, and your career will be too. EEO Statement We’re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.