Customer Research Resume Sample

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Aglae Bailey
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Work Experience

Assistant Director, Customer Research
07/2016 - PRESENT
Chicago, IL
  • Provides recommendations for methodology selection for NPS
  • Creates and manages of member journey mapping, persona, and mission work
  • Creates proactive research based on feedback findings
  • Manages syndicated research subscriptions / knowledge sharing
  • Creates and manages ad-hoc shops / audit programs
  • Manages research vendors and seek out new and innovative techniques and technologies
  • Effective critical thinking, analytical and problem solving skills
  • Exceptional organization skills and ability to prioritize and coordinate multiple processes
Customer Experience Research Analyst
01/2014 - 01/2016
Dallas, TX
  • Identifies and recommends solutions to basic issues impacting Risk and/or Controls
  • Performs data analysis utilizing various information vendors
  • Study and research of social psychology and consumer behavior
  • Research and analysis skills, specifically including online research techniques
  • Organize and create logical presentations of research results
  • Self-disciplined to establish work schedule to meet deadlines
  • Continuously strives to provide superior products and customer service
Customer Consultant, Research Intelligence
11/2010 - 07/2013
New York, NY
  • Displays technical and functional competence and expertise
  • Responds with empathy during challenging times
  • The role is responsible for building a deep connection with our customers from a emotional needs through to evaluative feedback on products and services
  • Develop and implement research methodologies that drive consistency and quality across all products
  • Your team regularly launches large surveys, deliver monthly updates on our Brand Tracker, and lead generative ethnographic studies
  • The research team is the go-to team that uncovers core customer needs and helps all Britelings build a stronger understanding of the real world problems our customers face
  • Collaborate with Voice of the Customer management to provide a holistic view of U.S. Bank’s loyal Business Banking client base
  • Help drive new sales and renewal of installed base of three market leading Elsevier products into the academic segment
  • On-going monitoring of customer relationships within defined territory to ensure increasing value of products and services in order to minimize attrition risk


California State University, Los Angeles
2004 - 2009
Bachelor's Degree

Professional Skills

  • Strong communication (verbal including on-line delivery and written), presentation skills, and analytical skills
  • Strong quantitative/syndicated research experience, particularly customer satisfaction experience and good understanding and experience in qualitative research
  • Strong verbal communication skills and experience with senior level client presentations and meetings
  • Effective stakeholder engagement skills and prior exposure dealing with bottom to senior management on a regional scale
  • Excellent written and verbal communication skills, with high attention to detail
  • Experience translating research into insights that have measurable impact on the product, business and customer experience
  • Proven ability to interact effectively at all levels within the organization, including senior management

How to write Customer Research Resume

Customer Research role is responsible for research, credit, retail, training, analysis, reporting, design, digital, insurance, travel.
To write great resume for customer research job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Customer Research Resume

The section contact information is important in your customer research resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Customer Research Resume

The section work experience is an essential part of your customer research resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer research responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer research position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Research resume experience can include:

  • Analyzing data from the J.D. Power utility satisfaction studies and working with various individuals within Consumers Energy to develop strategies to maintain or improve scores on the key drivers within these studies
  • Developing research studies to provide feedback on a variety of issues/initiatives such as improving and assessing the impact of communication strategies, new product development, and improving customer transactions among residential and business customers
  • Experience with all aspects of customer research project management including proposal development, consultant selection, survey sampling, data collection, data analysis and reporting
  • Strong quantitative data analysis background with the ability to independently analyze customer data, draw sound conclusions, and make appropriate decisions and recommendations
  • Effective communication skills, verbal and written, needed to interact with clients and team members in a clear and concise way
  • Proficient computer skills on MicroSoft Office programs and using the internet

Education on a Customer Research Resume

Make sure to make education a priority on your customer research resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer research experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Research Resume

When listing skills on your customer research resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical customer research skills:

  • Use excellent technical and job knowledge, problem-solving, and critical thinking skills to make sound decisions while balancing risk with opportunity
  • Strong data aggregation and analysis skills
  • Has the desire to expand their skillset, which could include writing SQL queries to extract data for analysis
  • Prior experience in working with different research methodologies across multiple online and digital platforms
  • Attention to detail in data input along with quality research skills to safeguard accuracy in record-keeping
  • Have great interpersonal and team working skills

List of Typical Experience For a Customer Research Resume


Experience For Assistant Director, Customer Research Resume

  • Experience presenting complex research findings clearly, concisely, and effectively to a non-analytical audience
  • Superior research and follow-up skills
  • Make decisions regarding customer issues, weighing impact based on risk and drawing on overall banking knowledge and experience
  • Synthesize data from a wide variety of sources and highly skilled in analysis and reporting
  • Develops understanding of Eversource customer experience business objectives, needs, processes, tools and data

Experience For Customer Experience Research Analyst Resume

  • Lead cross-functional initiatives to drive customer insights into measurable customer experience enhancements
  • In customer experience research and analytics
  • Good customer and executive presence
  • Conduct quantitative and qualitative studies that provide guidance on how to prioritize and win key market segments
  • Related work experience in market research and/or customer insights
  • Exceptional quantitative and qualitative research method design experience
  • Demonstrated fluency in quantitative statistical research tools and methods, particularly multivariate statistical analysis and choice-based conjoint analysis
  • Recent hands-on, primary research project management and implementation experience
  • High quality producer and ability to manage multiple priorities and commitments concurrently

Experience For Customer Experience Research Manager Resume

  • Research and consolidate information in a presentable format to be shared with stakeholders
  • Experience/ Knowledge Requirement’s
  • Uncover root causes of experience issues and their solutions
  • Evolve the different methodologies and ways to gather consumer feedback for both product and customer experience engagements within digital
  • Survey design experience
  • Developing and testing sampling techniques

Experience For Customer Research Senior Analyst Resume

  • Transforming business questions and hypotheses into research testing models
  • Lead the formulation of VOC survey program requirements, providing expert consultation and sharing best practices
  • Determine methods of finding and collecting data
  • Proficient in using SPSS data analysis software
  • Proactively support complex escalated customer service needs by understanding the nature of the issue and through investigation
  • Ensure procedures, guidelines, workflows, and communications are pursued while resolving issues
  • Proficient in ability to use Word for updating company reports in a comprehensive manner

Experience For Customer Care Research Analyst Resume

  • Proficient in Microsoft office suite and survey writing tools
  • Knowledge of marketing and quantitative customer research techniques and methodologies
  • Actively monitor emerging trends within both quantitative and qualitative data sets
  • Regularly distribute insights in visually appealing reports and communications
  • Provide timely coaching and feedback

Experience For Customer Consultant, Research Intelligence Resume

  • Free on-site secure parking
  • Discounted gym memberships and employee pricing for top brands are available
  • Advanced knowledge of competitive market, banking operations, and U.S. Bancorp's products and services
  • Build a network of business subject matter experts across departments to call upon for help understanding processes and systems
  • Create compelling stories and presentations about customer pain
  • Independently creates original written responses to unusual or sensitive situations
  • Identify root cause and make recommendations based on thorough analysis
  • Implement customer service resolution strategy independently
  • Demonstrate excellent service level awareness and quickly respond to issues that could impede customer service. Accountable for the customer experience in problem resolution

Experience For Customer Consultant Research Intelligence Resume

  • Act as an internal resource, providing guidance, support, and resolution in handling complex and/or difficult issues, to reach an amicable, beneficial resolution
  • Implement change initiatives when needed
  • Provide technical assistance to internal clients to resolve complex inquires, servicing requests and operational matters. Maintain records of repetitive service problems and resolutions
  • Document escalated issue in a database, providing thorough tracking of the incident and resolution
  • Attach related documentation to ensure compliance and audit fulfillment
  • Monitor cases to ensure Service Level Agreements (SLA's) are met and accurately categorized
  • Deliver actionable insights about customer trends, needs, and satisfaction along with intelligence on market trends and other external forces driving opportunities or threats that could impact our business
  • Collaborate cross-functionally with business leaders to understand the customer landscape and business strategy, in order to design and execute market research plans to guide data driven decisions

Experience For Customer Insight Research Manager Customer Experience Office Resume

  • Analyze and interpret data to provide data-driven recommendations and deliver compelling presentations to stakeholders at all levels of the organization to influence senior level professionals based on actionable insights
  • Communicate customer needs appropriately to various internal stakeholders
  • Demonstrated expertise in market and customer research methodologies and proven knowledge of the latest tools and techniques to capture, analyze, and disseminate actionable customer insights
  • Highly analytical with a track record of fact-informed decision making. Mastery of MS Excel, MS PPT, MS Access, and SAS
  • Expertise in survey research and questionnaire design

Experience For Manager, Customer Research Resume

  • Travel up to 40% and work extended hours when needed
  • Use data integrity measures to assess quality of participant responses
  • Manage end-to-end project set-up and execution
  • Prepare data for cross-tabulation as well as advanced analytics
  • A true self motivator with a curious nature
  • Develop original research programs to answer critical questions about eBay’s brand and the drivers of customer perception and behavior
  • Author executive level reports and make informed recommendations to key stakeholders and influencers
  • Leverage eBay’s transactional data systems to connect external views of buyers and sellers with internal views of their behavior
  • Provide leadership and best practice consultation to a global community of insights professionals

Experience For Customer Care Loan Research Specialist Resume

  • Design & lead user research: Work with cross-functional teams to design and conduct research to understand customer needs using various methodologies, including field observations, interviews, prototyping, and concept testing
  • Lead efforts to synthesize information and uncover customer insights which translate into actionable strategies and uncover white space opportunities for innovation
  • Several years of relevant customer research experience in a product development environment
  • Facilitate innovation workshops with multidisciplinary teams to inspire and brainstorm creative solutions
  • Map out customer journeys, personas, and use cases to identify opportunities for innovation
  • Demonstrable ability to plan and conduct customer research projects, in close collaboration with people in a variety of roles

List of Typical Skills For a Customer Research Resume


Skills For Assistant Director, Customer Research Resume

  • Or more bank operational experience required and generally 1 to 2 years of direct work experience in creating/writing to Commercial Customers
  • Possess superior listening and negotiation skills
  • Strong computer systems aptitude; including a strong knowledge of Microsoft applications (Word, Excel, PowerPoint)
  • Interact professionally and effectively with clients, business partners, and peers at all levels
  • Use the highest level of expertise to quickly and effectively resolve commercial client issues
  • Maintain customer centric approach and effectively identify course of action to meet service level agreements with an emphasis on resolution
  • Work with customer experience champions within business units to develop the appropriate research to measure customer experience

Skills For Customer Experience Research Analyst Resume

  • Consulting or Corporate Strategy experience
  • Experience in customer /market research, marketing, or psychology
  • Strong working knowledge of database and data analysis systems (e.g., Excel, Access)
  • Demonstrated track record for managing global research programs
  • Strong background in brand measurement and strategic brand positioning
  • Proven acumen in shaping stakeholder questions for maximum impact with the ability to translate needs into appropriate research initiatives
  • Proven ability to distill actionable insights from complex data and explain findings to clients in a digestible and compelling manner
  • Strong critical thinking ability as work is performed without substantial direction
  • People management experience

Skills For Customer Experience Research Manager Resume

  • Experience with Voice of Customer research and/or customer data
  • Delivers a Customer Experience measurement system that can quantify the impact through switching, loyalty, retention, New Insurance Written
  • Leverage your knowledge of and experience with the latest research and analytics technologies to solve complex business problems
  • Distilling and synthesizing research results and analysis
  • Evaluating and interpreting results

Skills For Customer Research Senior Analyst Resume

  • Scheduling customer interviews as part of the process
  • Identifying trends and relationships
  • Recording conclusions & analysis
  • Planning and conducting qualitative and/or quantitative research
  • Working with business teams to design and manage annual research program
  • Liaising with Product Team and other groups
  • Sharing results and recommendations of completed research

Skills For Customer Care Research Analyst Resume

  • Compiling business needs to incorporate into future research
  • Determining appropriate analytical approaches and execute in-depth analyses such as regression, factor, correspondence, etc
  • Assist the CX manager facilitating the workshop, helping attendees populate frameworks, supporting break out groups, maintaining work boards as required
  • Assist in creating reports for the management team. Assist in identifying customer service coaching and training opportunities
  • Support the CRSM in utilizing and extending Travelport’s Customer Feedback Panel, including creation of online B2B and B2C communities
  • Assist in identifying customer service coaching and training opportunities
  • Positive, self-motivated, engaging and willing to take responsibility when required
  • Independently planning and conducting primary quantitative (and some qualitative) research
  • Able to be flexible as needs change, moving seamlessly between strategic and the tactical, with a focus on the Voice of the

Skills For Customer Consultant, Research Intelligence Resume

  • A talent for translating business problems into research methodologies and strategies to drive deeper customer connection
  • Familiarity with research methods, both via traditional modes as well as developing areas such as social networks, observational tools and online communities
  • Analyze research data to create compelling, insightful storylines that illuminate opportunities and threats for the brand
  • Independently managing end-to-end project set-up and execution
  • Communicate research insights and recommendations to executive leadership and internal stakeholders in a clear and compelling way
  • Project management market / customer research specific
  • Qualitative and quantitative research methodologies

Skills For Customer Consultant Research Intelligence Resume

  • Distill complicated topics into language that anyone can understand
  • Self-motivated and able to manage multiple parallel projects
  • Three years or more experience in insight generation and/or market research, including design, analysis and presentation of results; and preference for demonstrated account executive experience
  • Experience in analytical positions
  • Provide advocacy and support on projects which impact Branded Cards N.A. Customer Experience to deliver/exceed the Cards’ business plan

Skills For Customer Insight Research Manager Customer Experience Office Resume

  • Quickly evaluate business trends and develop successful solutions that enhance business performance
  • Achieve multiple objectives concurrently
  • Continuous Learning- Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application
  • Strategy Knowledge -Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage business operations and generate innovative solutions to approach function-specific strategic work challenges
  • Proficient in Microsoft programs (Excel, Powerpoint, Word, Visio, etc) and survey writing tools (Qualtrics, Survey Monkey)
  • Has the ability to thrive in an unstructured environment
  • Loves to take on new challenges where there is not a cookie cutter path to the desired outcomes

Skills For Manager, Customer Research Resume

  • Knows how to best apply subject matter expertise within the organization
  • Experience with planning and conducting research projects (defining objectives, selecting methodology, developing sample plans, designing data collection, presenting findings, etc)
  • Experience working within a research environment, academic or commerical is helpful
  • Familiar with common statistical tests (t-test, ANOVA, regression)
  • Experience consulting with internal and external stakeholders across countries and designing a research plan, qualitative questionnaire guides and quantitative surveys
  • Experience in CX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops
  • Experience in leading cross functional project teams to deliver research outcomes
  • Experience in a professional level role within customer service or client facing opportunities

Skills For Customer Care Loan Research Specialist Resume

  • Customer research experience in interviewing, questionnaire design, and documentation
  • Significant project management experience and/or certification
  • Strong passion for customer service and process improvement
  • Experience in MS Suite, included Outlook, Excel and Powerpoint
  • Marketing Research or Customer Research experience
  • Maintain excellent working relationships with internal clients at all levels of the organization including senior management
  • Strong business acumen to understand detailed business information and structure for compiling Credit2B profiles

List of Typical Responsibilities For a Customer Research Resume


Responsibilities For Assistant Director, Customer Research Resume

  • Accountable for the customer experience in problem resolution
  • Update & develop databases to support ongoing customer research needs
  • Assist with the running of workshops to better understand business process and customer needs
  • Be self-starting, pro-active and have a motivated attitude
  • Quickly move from blank slate to a well-defined research problem matched with a suitable methodology
  • Self starter who can translate research into action for cross-functional teams
  • Use the highest level of expertise to quickly and effectively resolve commercial client issues. Maintain customer centric approach and effectively identify course of action to meet service level agreements with an emphasis on resolution
  • Act as an internal resource, providing guidance, support, and resolution in handling complex and/or difficult issues, to reach an amicable, beneficial resolution

Responsibilities For Customer Experience Research Analyst Resume

  • Case Management: Document escalated issue in a database, providing thorough tracking of the incident and resolution
  • Provide technical assistance to internal clients to resolve complex inquires, servicing requests and operational matters
  • Monitor cases to ensure Service Level Agreements (SLA's) are met and accurately categorized. Assist in creating reports for the management team
  • Maintain records of repetitive service problems and resolutions
  • Perform well under deadlines
  • Some travel between Bethlehem, Pittsfield and New York offices
  • Able to quickly learn to use new applications for visualizations and communications
  • Team-player attitude coupled with a sense of urgency to deliver results
  • Self-starter able to deliver results with minimal supervision in a fast-paced environment

Responsibilities For Customer Experience Research Manager Resume

  • Digital UX design, design of journeys, or contact center operations in a multi-channel environment
  • Experience including but not limited to, executing quantitative and qualitative research studies, deployment of research methodologies (not just managing vendors), resource management, and executive-level reporting and presentations
  • Experience in contact center or retail environments
  • Experience or familiarity with SQL – can read or understand basic queries and has the desire to learn how to write queries for data extraction
  • Use customer insights to identify strategic opportunities to improve the customer experience
  • Communicate with clients to request and verify essential information required with excellent customer service professionalism in a timely fashion
  • Resolve issues and drive performance
  • Experience with planning and conducting research projects: defining the objectives, selecting the methodology, designing data collection plans, and presenting findings

Responsibilities For Customer Research Senior Analyst Resume

  • Demonstrated ability to generate actionable insights out of data
  • Synthesize vast amounts of seemingly disparate quantitative and qualitative data and translate results into actionable insights
  • Deliver concise findings and recommendations to a variety of audiences, integrating data from different domains to provide a holistic view of the customer and the marketplace
  • Curious, objective, accountable and customer focused individual sought
  • Customer insights and research background
  • Learn to use data analysis and customer research tools and help to run customer surveys
  • Understand the customer touchpoints from the customer point of view and help to eliminate pain points and leverage the areas of success

Responsibilities For Customer Care Research Analyst Resume

  • Own assigned projects and look for additional opportunities to contribute to team goals
  • Develop content of company profile by completing data collection and input on company description, registration status, key executives, parent-subsidiary information, web site information as well as other company logistical information
  • Review supporting Experian/Equifax records to ensure accuracy and proper linkage for precise recordkeeping
  • Test new features within the system related to job role before and after product release to ensure the preservation of process functionality
  • Initiate, process and verify customer credit applications, industry/trade references as well as document responses to accelerate the credit approval process
  • Collaborate with product teams to be familiar with product functionalities to assist with both in house and external support
  • Multi-task several tasks in high peak times

Responsibilities For Customer Consultant, Research Intelligence Resume

  • Proactively research and communicate trends and anomalies
  • Set and maintain high standards for team and individual performance
  • Make and reward distinctions in performance
  • The CX Research Analyst works closely with the CX trial manager to design customer trial research and interpret the results to ensure products are ready for release to the market
  • Formal consumer/behavioral research statistician credentials
  • IA Professional Market Researcher (PMR) certification
  • Knowledge of Microsoft Office tools (Windows, Excel, PowerPoint) etc

Responsibilities For Customer Consultant Research Intelligence Resume

  • Be able to work on several projects in parallel
  • Free shuttle bus from/to Slough Train station and Hatton Cross Tube station
  • Free health and travel insurance on offer
  • Multivariate Statistical Analysis
  • Subsidised social events on offer
  • Data gathering by engaging with people in different business functions which play a part in a customer journey or touchpoint, working with them to identify sources of data and insight that help tell the story of what’s happening

Responsibilities For Customer Insight Research Manager Customer Experience Office Resume

  • Assembling the data and insights, and with an enquiring mind start to formulate the story of the experience using data visualization (excel, PowerPoint and other tools) and documentation, or by creating/appending to a journey framework
  • Validate findings with CX colleagues and with the internal owners to ensure that the story holds true
  • Coordinate the scheduling and arrangements for Journey Mapping workshops or Design Sprints, including securing attendance of the right stakeholders at the right time
  • Act as the voice of the customer by providing in-depth customer insights which helps shape the digital customer experience
  • Attend/observe and as appropriate conduct interviews with customers, and provide detailed notes
  • Document workshop outputs (power point and other tools), curate digital library of CX assets and documents

Responsibilities For Manager, Customer Research Resume

  • Use a variety of methods to answer ad-hoc research questions presented by various stakeholders. Methods used might include interviews, surveys, shadowing, mystery shopping, and data analysis
  • Designs and performs quantitative and qualitative research to meet business needs to accurately capture and measure customer attitudes and awareness of the Company’s performance, products, services. Understands and connects research conducted internally with vendor-supplied studies and benchmarks
  • Provides day to day management of the company’s use of online communities, including collaboration with internal stakeholders and external service providers
  • Conducts thorough analysis of customer research data to identify specific areas of opportunity to improve customer satisfaction and improve customer process. Uses multiple sources of data in the analysis including structured and unstructured customer research, benchmarks, demographics and internal operational data
  • Provides input for the design, development and testing of data access & analysis platforms, i.e. data warehouses with use of business intelligence analysis tools and/or Excel-based analysis models, and utilizes platforms to conduct analysis
  • Develops reports and summaries appropriate to key audiences, including business leaders, employees, regulators and customers, to provide insight into customer sentiments and opportunities for improvement
  • Drive the research component of the CE design methodology among key journeys and products

Responsibilities For Customer Care Loan Research Specialist Resume

  • Able to articulate a deep understanding and knowledge of various ways to collect customer insights. Fluently speak to how research impacts the business strategy and decision making
  • Partner with cross-functional teams such as business partners, legal, compliance, IT, and other impacted areas to deliver customer insights; Monitor project task execution and timeliness adherence
  • Choice-based conjoint Analysis
  • Subsidised restaurant on-site
  • Case Management
  • Responsible for ensuring responses are clear, accurate, concise and align with CCSU Customer Service philosophy Using extensive experience and understanding of banking policies, procedures, compliance and regulatory matters, independently negotiate and collaborate with others to resolve concerns using judgment and situational analysis in order to create favorable bank-customer relationships
  • Together with the Customer Rearch Senior Manager (CRSM) identify new customer insights by applying trends analysis, multi-channel data sources, customer journeys, focused interviews, Travelport’s Customers Feedback Panel, etc. Continuously innovate to help stakeholders better identify and address customer needs across various touchpoints. Drive improvements in VoC/NPS processes

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