Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine.
This position will be supporting the Experian Consumer Services (ECS) - a passionate and innovative team with a mission to provide Financial Power to All™. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.
Job Description
We are looking for an experienced online community manager and qualitative researcher who is passionate and skilled at understanding consumers, identifying product opportunities and driving excellent experiences through voice of the customer research. In this role, you will have a unique opportunity to support our consumer-facing organization with customer insights which help our members take control of their financial future. The best fit is someone who has a strong qualitative research background (designing discussion guides, analysis and reporting), experience managing an online community in terms of the day to day administrative tasks (recruitment support, processing incentives, etc.), and moderating skills within an online community and other digital research platforms.
What you'll be doing
Responsibilities
This role will be responsible for managing and conducting qualitative research through our online community of Experian members, and leading qual research requests. This includes all administrative tasks which keep the community running:
Project coordination
Recruiting support
Processing incentives
Coordinating deactivations
Topic planning
Being first point of contact support for community members
It also entails owning the end-to-end execution of online qualitative research projects:
Translate complex business strategy questions into human-centered learning objectives
Create study designs and options, which may include collaboration with cross-functional departments at Experian
Develop and calendarize discussion guides
Create custom exercises and stimuli
Program discussion guides and stimuli
Configure and program member segments (if needed)
Moderate online community, conduct in-depth interviews, and moderate online focus groups
Develop and program other elements within our online community: Insider Chats, Member Tips Forums, Community Fun, etc.
Analysis and synthesis of research findings
Strong storytelling, including analysis, insights and foresights via PowerPoint
Presentations of insights (1-2 monthly)
Qualifications
Bachelor's degree (Advanced Degree preferred)
7-10 years of experience in qualitative research, relevant financial/credit industry experience strongly preferred
Experience managing an online community (users of the Recollective platform preferred)
Must be organized, able to work both independently and within a team, with strong attention to detail and strong project management skills.
Strong in PowerPoint
Strong storyteller - Presents findings and insights to all levels of the organization, including senior leaders and members of our C-suite, accommodating the needs of stakeholders to make results consumable
Intellectually curious, analytical, impact-driven, persistent, and confident with sharing opinions and recommendations.
Must have strong familiarity with multiple research methodologies (qualitative and quantitative) and must understand appropriate application of varying qualitative methodologies specifically
Expertise integrating qualitative research with quantitative research to develop strategic and actionable recommendations.
Demonstrated ability to plan and execute consumer research projects with various methodologies, generate customer insights, and tie these insights to actionable business recommendations.
Additional Information
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Marketing
Industries
Financial Services
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