Description

Director, Market Research & Insights

 

Shutterfly, Inc. is a family of lifestyle brands that are in the business of making, celebrating and sharing memories. Memories are made up of moments and milestones, big and small. Woven together, memories become the stories we pass down through generations. What if you could influence the way those memories are collected, preserved and shared? What if you could bring people together by inspiring them to share their stories in unique and creative ways? What if you could create your own career memories that you are proud to share and celebrate? Now you can.

 

As Director of Market Research & Insights, you will provide thought leadership and strategic guidance to partners across the entire organization, focusing on driving growth and retention in the consumer businesses.

 

Ideal candidate is a consumer insights expert with strong analytical skills who is passionate about developing research-driven insights and turning them into actionable recommendations. Must have strong leadership and management skills, exhibit strong attention to detail, multi-task effectively, take initiative, have a bias toward action and work well both independently and collaboratively.  Flexibility, a collaborative spirit, a willingness to roll up your sleeves and get the work done and a passion for the customer are a must.

 

Responsibilities

  • Owning the market/customer research function for Shutterfly, Inc.
    • Managing all market research and UX research functions and team members, providing oversight, guidance and expertise on all projects
    • Roadmap planning and budgeting
    • Scaling the insight and research function, identifying time and cost efficiencies
    • Innovating with new, agile, groundbreaking research capabilities and methodologies
    • Managing vendor relationships
  • Owning the customer experience feedback function for Shutterfly, Inc.
    • Build upon and refine the vision for CX feedback at Shutterfly
    • Develop and implement new consolidated reporting, providing single-threaded ownership of customer experience feedback
  • Providing thought leadership to internal teams, acting as the voice of the consumer and advocate for market/customer research
  • Synthesizing information from multiple sources across syndicated and primary research to deliver a holistic view of the consumer or topic area
  • Assembling and leading cross-functional teams to work together towards a common goal, keeping the team focused on the critical path and key objectives
  • Hands-on leading end-to-end study design, execution and delivery of action-oriented insights, including:
    • Study design
    • Project RFP
    • Questionnaire development
    • Managing vendors and survey fielding, including but not limited to online testing, status updates
    • Data analysis and report preparation
    • Presenting research and insights in a clear, concise and actionable way
    • Partnering with internal clients to develop actions plans based on research findings
  • Managing and developing a small team of high performers

 

Qualifications

  • BA or BS or higher in a research or quantitative field
  • 12+ years relevant work experience across supplier side and/or client side
  • Strong analytical skills and instincts.  Hands-on experience with advanced analytical techniques a plus
  • Outstanding attention to detail
  • Excellent verbal and written communications skills
  • Excellent presentation skills
  • Ability to multi-task and work efficiently in a dynamic, demanding environment
  • Ability to flex and show agility and understanding of different insight and research tools based upon desired impact and constraints
  • Problem solving skills and ability to move from blank slate to a well-defined research problem matched with a suitable methodology
  • Demonstrated quantitative and qualitative experience including hands-on experience in Survey and Discussion Guide writing, Quantitative and Qualitative Data Analysis and Reporting
  • Proven track record of using primary and secondary research to influence executives and colleagues
  • Experience directing agencies/vendors to deliver results
  • Strong skills with Microsoft Office (Word, Excel, PowerPoint)
  • Experience developing and managing research teams
  • Prior experience leading Customer Experience feedback function a plus
  • Prior eCommerce or tech experience a plus