DESCRIPTION OF RESPONSIBILITIES
 

• Own the strategy for Arrow’s eCommerce customer and market research plans
• Execute and deliver on all aspects of market research in order to drive the business – assess customer needs, develop personas, map customer journeys, conduct the research, analyze and report the findings, and make recommendations to improve the business
• Lead efforts to ensure that metrics being reported are representative of and correlated to the customer satisfaction goals and business outcomes we are striving to achieve, using advanced analytic and statistical techniques
• Work with Analytics team to define, manage and improve upon customer journeys
• Continually monitor and maintain competitive analysis and share-out regularly
• Develop and manage customer advocacy panels including internal Arrow view
• Manage 3rd party vendors plus any primary and secondary research sources

REQUIRED SKILLS

• BA plus 5+ years of research or strategy experience with an emphasis in advanced analytics and statistics, preferably with experience in the technology industry
• A demonstrated ability to create and manage the execution of research projects, generate customer and market insights, and tie these insights to business recommendations
• Experience with a broad array of quantitative and qualitative research methodologies used in market research
• Proven ability to work with large, more unstructured data (e.g., social intelligence, telemetry, etc.)
• Experience with online survey tools (e.g. Survey Monkey and Qualtrics)
• Strong storytelling and presentation skills, including comfort with presenting to executive audiences

• Able to think both creatively and critically, and willing to challenge the status quo in making strategic decisions
• Able to manage many projects and drive multiple threads of work to completion
• Superb communication skills, clear and concise in both written and verbal communication
• Comfortable in a fast-paced, dynamic environment
• 2+ years eCommerce experience preferred
• Experience with customer experience and satisfaction measurement programs a plus
• #DICE#