Staff CX Market Researcher (Mailchimp)

Job Overview

Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.

This role sits on the Customer & Market Insights team within the Strategy department, a growing department at Mailchimp that supports the creation and deployment of corporate and commercial strategy and helps guide internal teams on driving business growth.

As a Senior Researcher on our Customer Research team, you will be embedded on one of our strategic initiative cross-functional teams, responsible for elevating the customer voice and ensuring strategic decisions lead with the customer in mind. You listen hard, observe everything, and can skillfully synthesize large amounts of information into actionable insights. You take the lead on complex, high visibility projects, synthesize multiple data sources to tell a holistic story, and adeptly socialize insights across your initiative and to executive audiences.

You will be an experienced researcher who excels in connecting the dots, a deft interviewer, a survey expert, and a persuasive storyteller. You must be comfortable working solo, managing vendors, and collaborating across Mailchimp’s Strategy, Marketing, Product, Customer, and CX & Design teams.

Responsibilities

• You will act as end-to-end driver of mixed-methods research to inform initiative strategy (with a focus on GTM, marketing, and product strategy), leveraging surveys, 1st party data, social listening tools, interviews, and other sources
• You will own and maintain an initiative-level research roadmap informed by consistent conversations with initiative leads and be comfortable prioritizing and making tradeoffs accordingly
• You will provide input into critical decisions to help mitigate risk and drive innovation and business growth
• You will build relationships and foster two-way knowledge sharing to build a 360 degree view of the customer related to your initiative with other insights teams such as Customer Research, Competitive Intelligence, Analytics, CX Voice of Customer, Experience/UX Research, and Support Insights
• You will communicate and socialize insights and recommendations within and outside your initiative and up to leadership clearly, effectively, and diplomatically (through reports, presentations, casual conversations, cross-functional meetings, internal newsletters, workshops, emails, etc.)
• You will model these behaviors to other researchers and guide them to improve their abilities

Qualifications

• 7+ years of experience leading qualitative and quantitative primary research projects (ideally within a product team or product organization)
• Experience with segmentation, persona development, ethnography, market share / sizing, customer journey mapping, messaging / positioning / naming research, and concept testing
• Experience conducting research to inform the discovery phase of the product development lifecycle
• Expertise in writing discussion guides and moderating interviews, designing and fielding surveys, analyzing and visualizing data, and translating findings into strategic frameworks and recommendations
• Experience managing third party vendors (full service agencies, sample providers, etc.)
• Strong oral and written communication skills - ability to present insights to all levels of management in ways that make it easy for stakeholders to understand and act upon
• Strong project management skills - ability to juggle multiple priorities simultaneously and scope resources, timing, and budget for complex, multi-phased projects
• Strong collaboration skills - ability to identify stakeholders, build cross-functional relationships, facilitate workshops, and work together towards a common goal
• Confidence working with ambiguity, unknown variables, and missing context (and finding ways to bridge those gaps, when necessary)
• You are willing to travel a few times a year (once it is safe and appropriate)
• Bonus: You have a background in or exposure to the software or SaaS space and you’ve worked to support a product team / initiative within the space