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Company Name
Wolters Kluwer
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Wolters Kluwer GRC division is looking for a Strategic Market Research, Sr. Manager to work out of our NYC office. Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer that provides a broad spectrum of solutions, services and expertise to legal, finance, risk and compliance professionals and small business owners to help manage myriad governance, risk and compliance challenges in dynamic markets and regulatory environments, globally. GRC Solutions serves more than 350,000 customers in more than 150 countries, including 70% of Fortune 500 companies, 92% of the world’s top banks, 90% of the Am Law 100 and more than 300,000 small businesses. The division has a global footprint, with workforce in 28 countries. Our clients include corporate legal departments, insurers, small businesses, financial services companies, brand professionals, underwriters, governments and compliance and risk professionals. Independently and in collaboration with the Director, the Strategic Market Research Sr. Manager will lead and manage all aspects of market research—including the highly visible voice of customer programs—and intelligence for the GRC business units and/or functional areas from design through reporting/presentations. You’ll manage the full lifecycle of research studies including needs identification, research design/resourcing, project execution/management, analysis/interpretation of results, and recommendation/presentation development and delivery via a variety of modes (PowerPoint, interactive dashboards, etc.).
The Strategic Market Research Sr. Manager will collaborate with business leaders to understand the customer landscape and the business strategy to design and develop market research plans to guide data driven decisions by the business leaders. Provide senior leaders across the portfolio with actionable intelligence about the competitive environment, market dynamics and trends, and other external forces driving opportunities or threats that could impact our business. As a seasoned market research professional you must be able to leverage your knowledge of and experience with the latest research and analytics technologies to solve complex business problems. As a trusted advisor to business unit leaders, you will help cultivate a culture of customer centricity and help promote data-driven decisions by providing actionable insights and market intelligence when, where and how it is needed. You also will work with business partners to embed customer voice into critical processes with the goal of driving continuous improvement and profitable revenue growth.
Essential Duties & Responsibilities:
• Develop research methodologies to solve unusually complex business challenges including but not limited to go-to-market strategy; product strategy and how to structure our sales and service organizations using customer data.
• Lead the ongoing design and implementation of the enterprise VOC program on the MaritzCX platform, serving as the point person for all internal and external stakeholders
• Lead the formulation of VOC survey program requirements for all GRC businesses, providing expert consultation and sharing best practices based on prior experience
• Be an agent for change within the portfolio, facilitating stakeholder meetings and other change management initiatives to ensure smooth VOC program implementation and ongoing benefit realization
• Lead and manage the enterprise VOC/Net Promoter® program, one that incorporates both competitive benchmark and customer experience elements with a heavy emphasis on close-the-loop and action
• Work with customer experience champions within business units to develop the appropriate research to measure customer experience
• Continue to develop the VOC and custom market research strategies and processes to take customer and market insight and disseminate it in near real-time to business leaders, institutionalizing learnings as time goes on
• Provide actionable market intelligence to product managers for greater visibility/insights into what customers’ requests and needs are to support a customer centric culture and to enhance product development efforts and roadmaps, improve product positioning, and help create greater differentiation in our offerings.
• Serve as the primary consultant and trusted advisor to senior leaders within the GRC business units to influence how the BUs develop their strategic business decisions.
• 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. • Ensure that Wolters Kluwer values and corporate standards of excellence are upheld. • Performs other duties as assigned by supervisor.
Qualifications Search
• Bachelor’s Degree in Business, Marketing, Market Research, Finance, or Related Discipline
• A minimum of 8 years of experience in primary market research with a minimum of 2 years of experience implementing and managing an enterprise voice-of-customer/Net Promoter® program
• 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
• Expertise in questionnaire design
• Ability to synthesize data from a wide variety of sources and highly skilled in analysis and reporting
• Proven ability to lead large transformational projects across a multi-business unit enterprise
• Excellent communication and influence skills, with a proven track record of collaborating with stakeholders to get buy-in and in driving action and tangible business value from programs
• Highly effective at stakeholder management in highly matrixed environment, and in building and maintaining strong working relationships with employees and third-parties at all levels, globally
• Proven ability to produce highly effective results with minimal direction; adapts to changing circumstances in a fast-paced, complex organization
• Strong project management skills and attention to detail
• Highly proficiency in Microsoft Office suite, particularly MS Word, MS Excel, and MS PowerPoint
• Ability to formulate RFPs when working with 3rd party research vendors not required, but a plus
• Experience in survey programming and Tableau not required, but a plus
• Ability to travel domestically including over-night and occasional International travel
Additional Skills, Knowledge & Abilities:
• Strategic thinker with strong business acumen who can understand the “big picture”, operationalize concepts/ideas, anticipate risks and issues, and prioritize and manage action plans to deliver successful outcomes in a fast-paced environment
• Highly adept at successfully navigating and managing change; communicates change effectively and completely, role models effective behaviors, builds commitment and overcomes resistance, and monitors transition and results
• Demonstrated ability to effectively communicate complex, difficult, and/or sensitive information with a high degree of self-confidence and confidentiality
• Must be highly motivated and focused on the positive with an ability to think independently, self-manage, and create productive structure in the midst of ambiguity
• Learns quickly; demonstrates excellent judgment and the ability to think creatively to resolve issues in a rapidly changing environment
• Highly analytical and detail oriented with a track record of fact-informed decision making
• Operates with a high degree of urgency and ownership to drive issues and tasks to completion
ABOUT WOLTERS KLUWER Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube. EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
INFORMATION
For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at (888) 495-4771.
Division
Governance, Risk and Compliance
Internal Reference Code/Reference No.
17-16506
Location Name
United States
Association Management Software
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MemberSuite
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4.175.1.2310
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