Consumer Research & Insights Manager

at  Progress Residential

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
Employment with Progress Residential is conditional on a satisfactory background and drug screen.

JOB SUMMARY:

Progress Residential is making an impact on the single family residential industry by providing quality homes in growing markets. Our Consumer Research & Insights Manager will have the unique opportunity to inspire and provoke transformational actions across the organization. To be successful in this role, you will be responsible for helping improve the customer experience through application of research and data and work with various stakeholders (Sales, Operations, Marketing, and Customer Care). This role will also collaborate on a wide-ranging strategy to respond to and engage audiences throughout the entire customer lifecycle on all channels. This individual will manage the “voice of customer” platform and capture customer feedback through multiple channels including surveys, reviews, direct focus groups and data corroboration. This individual will also work to socialize the findings of various customer-centric projects and work collaboratively across functions with the ultimate goal of improving the customer experience. This position aligns closely with the business’ stated goals of aligning customer expectations with customer experience. This position will be a part of the Consumer Research & Insights team, whose function is to use operational, qualitative, and quantitative feedback to help the business answer critical questions by aligning property quality with resident feedback and desires.

QUALIFICATIONS:

• Bachelor’s Degree required in any applicable area of study
• 4 or more years’ experience in consumer and marketing data e.g., managing consumer sentiment, consumer data application, and “voice of customer” program management
• Clear, concise and professional written and oral presentation skills
• Knowledge of “voice of customer” technology platforms and programs
• Ability to manage multiple projects, sometimes concurrently
• Possesses organizational skills to work in a deadline-driven, detail-oriented environment
• Ability to learn multiple technology systems through self-study
• Able to work flexibly and productively in a dynamic environment with competing and changing priorities
• Works effectively with minimal supervision

• Serve as the de facto owner of the “Voice of Customer” platform
• Serve as group’s liaison for “Voice of Customer” readouts, reporting, and informative sessions
• Participate in deep-dive analysis/analyses through the research and study process design to ensure that stated outcomes can be obtained
• Create and maintain customer journey mapping in collaboration with business stakeholders to identify additional process improvements and listening posts
• Execute strategies to increase customer participation, awareness, and feedback loops
• Collect data, provide analysis and interpretation of results through consistent timely reporting
• Proactively present through storytelling opportunities to cross functional teams to influence insight activation