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Voice of Client (VOC) Research Manager

Crowe LLP

Your Journey at Crowe Starts Here:

At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us! 


Please apply online: Here


Voice of Client (VOC) Research Manager

 

The Crowe LLP Client Experience (CX) team is looking for a VOC professional to add to Crowe’s award-winning CX Team.  This position will work with Crowe personnel across the firm to better meet their needs when it comes to surveying our clients and having access to reports and information that will allow us to serve our client’s needs.   This hands-on position requires an in-depth understanding of research methodologies, the tools used to survey and analyze survey data, excellent communication skills, and innovative approaches to how we have access to client’s needs and expectations.


Location: Indianapolis or Chicago

 

Responsibilities:

  • Responsible for day to day management of Crowe’s client survey activity and system.
  • Collect, analyze and synthesize quantitative and qualitative results from the client survey process to generate actionable reports and insights across the firm.
  • Partner with various areas within the business to create surveys or appropriate research to meet needs to better understand client’s satisfaction.
  • Maintain up-to-date information on customer insights and trends. Identifying gaps when additional insight is needed and working to help develop necessary research instruments.
  • Develop new automated reporting standards within existing survey system to provide more timely results to the business.
  • Generate new and innovative approaches to Crowe’s listening tools / research that will assist team to be continually improving the current CX processes.
  • Work with and manage vendor relationships to ensure system functionality and enhancements.  

Required Skills:

  • A strong understanding of customer experience fundamentals, survey methodology, creating automated reporting, and managing a survey system.
  • Role requires quantitative experience developing research questionnaires, programming online surveys, cleaning/quality-checking data, and creating actionable reports/presentations.   
  • Possesses expertise in all types of research including primary, secondary, quantitative and qualitative and statistical methods.
  • Strong knowledge of and experience working with Qualtrics survey software (Vocalize) or other survey platforms, Tableau, Cognos Reporting,  and Microsoft programs (Excel, PowerPoint, Word).
  • Requires excellent communication skills, including written and verbal.  Must be comfortable presenting routinely to executives.
  • Must be a self-motivated individual and team oriented.
  • Must have strong business savvy and be able to navigate through individual and department differences to achieve the best outcome for the organization.
  • Role requires a detail-oriented individual who is, collaborative, always innovating and curious.
  • High performing, high energy self-starter, with proven ability to work both independently as well as a member of high performance-output teams in an extremely fast-paced, deadline driven environment

Minimum Qualifications:

 

The ideal candidate must have the following:

  • Bachelor’s degree required; Preferable degrees in Marketing, Business, or Information Systems,
  • Minimum 5 years of business experience with preference with experience in primary research.
  • Minimum 2 years experience doing research in survey platforms including design and implementing new surveys, analyzing data, creating reporting dashboards, administration management of roles and users, utilizing text and data analytics tools;  Preferable Qualtrics Certified.
  • Demonstrated success with implementing new surveys and creating dashboard or reporting within a survey tool.  
  • User of Cognos reports and/or tools to analyze data from a BI platform or data warehouse
  • Analytical ability to process and make decisions based on data and quantitative goals
  • Knowledge of effective survey questions, scales, and metrics.
  • Preferable CCXP – Certified Customer Experience Professional
  • Able to thrive in fast-paced environments, adapt quickly, and be highly flexible.
  • Ability to work hours, on occasion that are off typical hours for software EC’s. 
  • Ability to travel as needed, 4-6 times annually, depending upon candidate’s work location. 

About the Team:

 

Market Development and Sales (MDS):  MDS supports Crowe in achieving its growth objectives by developing and executing national and international programs to build brand awareness for Crowe; promoting Crowe's thought leadership and positioning its experts in the markets it serves in both marketing and media channels; implementing lead management programs through integrated marketing and communications; and enabling revenue generation through multiple sales channels.  MDS is also responsible for new product development and the Firm’s Client Experience initiative.

 

Our Benefits:

At Crowe, we know that great people is what makes a great firm. We value our people and offer employees a comprehensive benefits package.

Learn more about what working at Crowe can mean for you.

 

How You Can Grow:

We will cultivate your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach who will guide you in your career goals and aspirations.

Learn more about where talent can prosper.

 

More about Crowe:

Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

 

EOE

M/F/D/V


Internal Reference Code: 17497
US or Canada

Location Information

Indianapolis
IN
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