Job Description
Director Customer Insights
The Customer Insights team (CI) at ATB Financial is part of the Alberta Intelligence & Innovation (AI&I) division, which reports to the VP Strategy. The CI team is committed to ensuring that ATB’s customer insights program is world-class, and that ATB understands customers and Albertans better than any other company in Alberta.
This role uses traditional and innovative research approaches to ensure deep investigations into the hearts and minds of customers and Albertans, creates innovative and breakthrough thinking, and ultimately drives strategy and growth at ATB. Key priorities for this role are to create an engaging environment for the CI team, to support the lines of business (and other internal clients), and to effectively integrate customer insights into planning processes and customer strategies. Day-to-day responsibilities will include customer research & insight generation, leading and collaborating with teams, and translating information into brilliantly simple, relevant and actionable insights.
This role oversees a team of in-house insights generation specialists, which operate as internal consultants. The majority of projects undertaken are designed, implemented, analyzed and reported by the Customer Insights team. The role effectively manages a team of in-house consultants that conduct end-to-end insights research.
You will find success based on your ability to:
Proactively develop great relationships with internal clients:
Trusted advisor and sounding board for strategies, products and processes involving customers and other stakeholders;
Primary research support on select business initiatives as needed;
Assist in problem refinement and key question generation.
Provide leadership and create an engaging and stimulating environment to the Customer Insights team;
Take the lead in communicating insights to key audiences, including Executives, at ATB;
Develop and maintain effective and positive partnerships with external consultants and research partners;
Effectively maintain, evolve and develop internal insights generation tools – i.e. ATB customer panels;
Develop and oversee the Customer Insights budget by monitoring the budget, allocating budget dollars across categories, reviewing appropriate expenses, etc;
Determine and advise on statistical procedures and all analytical methods (qualitative and quantitative);
Stay in-tune with market research industry trends and innovations to identify opportunities relevant to ATB; and,
Ensure customer privacy requirements are met in all insights generation projects.
Job Requirements:
Key Attributes:
Connector: Builds relationships naturally, and brings people of mutual interest together easily;
Translator: Can convert large volumes of information, complex or ambiguous, into readily-understood communication;
Hungry: Combines the intrinsic motivation and drive to excel, with the ability and determination to achieve success;
Collaborator: Engages a diverse range of people to achieve a greater collective result. Reaches out easily and readily partners with others both inside and outside of the organization;
Catalyst: Inspires new thinking, fresh momentum and focused action to move things in a positive direction. Advances meaningful change without taking over the work of others;
Synthesizer: Identifies, understands and communicates the emerging patterns critical to future success. Finds simplicity in the face of complexity, ensuring a way forward.
Desired Skills & Experience
Competencies/Skill-Sets Required:
Strategic thinker with an excellent understanding of the principles of strategic marketing;
True subject matter expert in qualitative and qualitative research methods and analytical approaches;
Strong understanding of non-traditional insights generation methods. I.e. ethnography, observational research, atmospherics, on-line panels;
Expert in questionnaire design;
Ability to create, implement and refine customer insights strategies;
Willingness and ability to challenge conventional research methods;
Master translator and storyteller and ability to create a succinct “story”;
Demonstrated capacity for problem solving, analysis, synthesis, and making sound recommendations and decisions;
Excellent written communication skills;
Strong leadership skills with the ability to lead assignments/teams and mentor others;
Proven collaboration and negotiation skills;
Strong prioritization, time management and organizational skills;
Detail-oriented;
Excellent project management skills;
Good spirited, team player.
Designations/Training Required/Prerequisites:
University degree in Marketing, Statistics, Social Science or related fields;
10+ years experience in the design, implementation and analysis of insights generation strategies/ market research;
Client-side experience is an asset;
Strong computer skills (PowerPoint, SPSS, Word, Excel)
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Email: jobs@aarenconsultants.in
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