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Salary CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our
Hybrid Work Model
. Job Description
Brambles is currently recruiting for a new addition in the Customer Experience Function. The new addition will be a Customer Intelligence Research Manager, as part of the Brambles Global Customer Insights team, who will research, identify and articulate customer behavior and attitudes, and drive supporting customer research on a monthly basis (or otherwise as needed).
Responsible for the setup and running of a strategic journey based on qualitative research and guide leadership on the prioritization of CX initiatives.
Establish customer feedback loops and drive innovation in the CX and provide support for the Global Customer Research lead as we collect qualitative feedback directly from customers to inform our CX work
Major Accountabilities:
- Engage with teams across the business to understand their specific CX needs and challenges, define research objectives, questions and hypotheses
- Define project scopes, objectives, and deliverables and establish project timelines and milestones, engaging with internal stakeholders and external vendors
- Design and execute multi-region qualitative research programs, including management of external vendors
- Ensure compliant with research guidelines and data privacy regulations
- Analyse research findings to identify trends, patterns, and actionable insights, developing high impact and compelling stories
- Spread insights in the organisation with the help of the communication expert and promote the use of research tools and methodologies
- Collaborate with teams across the business to integrate the research insights into the decision making process
- Represent the evidence-based voice of the customer in cross-functional forums, advocating for CX improvements based on research findings
- Stay up to date with industry trends, best practices, and emerging technologies in CX research
- Share knowledge and insights with the team to drive continuous improvement
Qualifications & Experience:
- Graduate degree in Business, Economics, Marketing, or related discipline
- Sales and customer experience knowledge is a plus
- Superior project management and interpersonal skills
- Analytical skills to review diagnosis of customer behavior paired with ability to communicate high quality insights with cross functional c-suite executives
- Conducted numerous qualitative research studies, experience with market research and segmentation, VOC, survey design, research design
- 3-5 years’ experience of mixed methodology research approaches
- Extensive experience in moderating customer interviews, focus groups etc and has worked successfully to build rich data sets from a limited starting point
- Experience in managing multiple research studies/programs at one time including leveraging outside research vendors to execute research
- Experience with quantitative research methods including survey design and statistics
Skills and Knowledge
- Detail oriented and able to manage and prioritise multiple projects simultaneously
- Strong analytical and problem-solving skills to identify issues, opportunities, and potential solutions
- Excellent written and verbal communication and presentation skills
- Ability to work collaboratively with cross-functional teams
- Ethical approach to research, ensuring participant confidentiality
- Familiar with CXM software systems especially Medallia and Qualtrics
- Strong interest in and understanding of customer experience research
- Extensive qualitative and quantitative Customer Intelligence Research
- Customer Journey design mapping
Preferred Education
Bachelors - Marketing Preferred Level of Work Experience
3 - 5 yearsHybrid Remote We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.
