The Metrics Marketing Research & Customer Experience Manager will work on projects for a variety of clients providing user research, market research and information architecture expertise. This position will be charged with assisting with growing the Research & Customer Experience practice and service offerings. The candidate must be detail oriented, focused on delivering high quality deliverables, have a passion for the field of usability and research, and possess customer empathy with a drive to create outstanding customer experiences.
Position Objectives

• Leverage professional experience and skills in an effort to increase efficiencies of Metrics Marketing’s customer experience processes and methods “tool box.”
• Utility player mindset: maintain flexibility to be used in a variety of other roles (including some potential administrative duties) to support the team with a “whatever it takes” to get it done attitude.   
• Support the sales process by providing work estimates and assisting with creating sales materials and conducting client-facing presentations where appropriate.
• Acting as the project manager for customer experience projects as assigned; manage Metrics Marketing resources (where appropriate) to meet client needs.
• Work closely and foster relationships with internal account managers, creative, development and analytics when creating outstanding customer experiences.
• Demonstrate professionalism in both demeanor and appearance and foster client relationships in this client-facing role.
• Work effectively with account managers to meet expectations on time and on budget.
• Produce deliverables with exceptional accuracy and quality.

Primary Responsibilities

• Help Metrics Marketing meet or exceed client expectations through effective delivery of customer experience projects.
• Manage and conduct customer experience projects utilizing the following methodologies (or other appropriate methodologies) within the research and customer experience discipline:
  • Formal (lab based), remote, iterative, comparative and competitor usability testing
  • Lab based, remote and completely mobile eye tracking studies
  • User Personas
  • One-on-One Interviews (IDIs), Focus Groups & Surveys
  • Heuristic Evaluations & Competitor Assessments
  • Information Architecture, Card Sorting & Task Analysis
  • Contextual Inquiries & Ethnographic Research
  • Online Research
  • Split Testing & Multivariate Testing
• Manage customer experience projects as assigned.
• Understand our client’s business needs and effectively identify and review appropriate methodologies in order to develop comprehensive and effective customer experience strategies.
• Help educate client and internal staff on usability, usability best practices, and be an advocate of the Research & Customer Experience Group.
• Serve as an expert within the research and customer experience discipline. Be able to clearly articulate Metrics Marketing’s key differentiators as it relates to user-centered design and customer experience and explain our approach.
• Support the sales process by providing work estimates, suggesting appropriate methodologies, assisting with creating sales materials, conducting client-facing presentations, and generating ideas and conducting research to support the sales process as assigned. Assist with billing and other client administrative tasks as assigned.
• Help build enhanced or more formalized Metrics Marketing customer experience processes and structure.
• Become knowledgeable with the breadth and depth of Metrics Marketing solutions.
• Stay abreast of the latest technologies and market trends.
• Help build Metrics’ research and customer experience processes, structure and service offerings.

Secondary Responsibilities

• Generate new business leads through the identification and cultivation of new client prospects.
• Provide occasional administrative support -- if/when needed, such as
  • Billing coordination
  • Client meeting coordination

Additional Responsibilities

• Fit the Metrics Marketing culture: honesty; hard work; team-focused
• Gain “working knowledge” of technologies required to keep Metrics Marketing “leading-edge”
• Travel as necessary.

Reporting Relationship

Interested applicants should send their resume and cover letter to careers@metricsmarketing.com