Senior Manager Strategic Research & Insights

Summary

The Senior Manager, Strategic Research & Insights provides leadership for and manages a team of researchers who engage in internal product and service discussions, translating customer usage and feedback into actionable insights to drive decision making. They are responsible for the performance and results of the team across multiple disciplines including qualitative, quantitative and user experience research.

They provide direction and help shape the SRP brand strategy and influence the customer experience as well as other key business decisions through strong teaming and collaboration and serve as an ambassador for the voice of the customer by sharing insights across and at all levels of the organization. Working within the department, and across the organization, this role anticipates future customer needs (both internal and external) and develops new/customized solutions. 

This Senior Manager creates objectives and departmental project plans and delegates assignments to team members, and as needed resolve any complex problems or issues. As they lead the team’s professional staff, their decisions are guided by prioritizing organizational objectives along with staffing and resource availability. They are responsible for identifying process improvement needs and work across teams to develop new standards and ways of working.
 

What You'll Do

• Effectively manages a team of researchers, external partners, and vendors to deliver the highest quality results in both primary and secondary research.  
• Understands and has deep experience in research approaches including market segmentation, customer opinion studies, tracking studies, sampling plans and statistical analysis, customer journey maps, ethnographic interviews to investigate market conditions and determine opportunities and better understand our customer experience.
• Stays abreast of new tools, techniques, and solutions in the marketing research/user research industry such as the use of AI (artificial intelligence), neuroscience, behavioral economics, etc.
• Maintain the highest standards of integrity and remain audit-ready with data governance and market research management displaying commitment to high quality, cost effective and timely research.
• Communicate complex information in a clear, concise, and meaningful way to add relevance and impact. 
• Applies internal consulting skills including consultative listening, problem definition, scope negotiation, weighing tradeoffs and management of internal client expectations. 
• Actively cultivate strong, positive internal partnerships with cross-functional business partners. Collaborates with business partners and team members to translate business questions into research designs, analytics plans and customized reports.
• Identifies training and development activities for direct reports to improve current skills and develops new capabilities to meet the needs of the fast-changing utility industries. Coaches and mentors direct reports by providing effective, on-going performance feedback through regular one-on-one discussions, employee recognition, rewards, and disciplinary action, when necessary.  
• Exhibits a growth mindset in leadership and cross-departmental relationship building with an emphasis on learning, understanding and self/employee development.  
• Supports and leads change/change management across team, department and with business partners.
• Represents SRP on industry/community/trade association boards, task forces and committees as required to ensure SRP's interests are served by such organizations.

What It Takes To Succeed

• Expresses opinions, information, and key points of argument clearly. Projects credibility and make presentations/public speaking with skill and confidence.
• Makes prompt, clear decisions which may involve tough choices or considered risks.
• Sets appropriate standards of behavior.
• Plans and allocates resources effectively; delegates work appropriately and fairly.
• Manages conflict and builds a wide and effective network inside and outside the organization.
• Possesses strong communication skills. Maintains transparent communication and appropriately communicate organization information through department meetings, one-on-one meetings, and regular interpersonal communication. 
• Is discreet in the preparation and use of proprietary and sensitive materials and information.

Experience

Minimum of 8 years cumulative and progressive exempt level professional experience.  Prefer a minimum of 5 years supervisory experience.
 

Education