Customer Experience Research Lead, Customer and Business Intelligence

Minimum qualifications:

• Bachelor's degree in a research or quantitative field (e.g., Social Sciences, Statistics, Mathematics, Bioinformatics, Economics, etc.) or equivalent practical experience.
  
• 3 years of experience designing, scoping, executing, and delivering research and analysis projects.
  
• 3 years of experience translating business problems into research questions and translating research findings and insights into marketing recommendations.
  
• Experience managing research and measurement agencies.
  

Preferred qualifications:

• 3 years of experience with qualitative research methods and approaches.
  
• 3 years of experience with sampling, survey writing, and analysis of survey data including weighting and assessing data quality.
  
• 3 years of experience with designing experiments, analyzing data from experiments, and summarizing findings.
  
• 3 years of experience analyzing and manipulating data sets to leverage data insights into presentations for business stakeholders.
  
• Experience with data querying languages (e.g., SQL) and tools to work with data sets.

About the job

Customer and Business Intelligence (CBI) is a team of Researchers and Data Scientists that provides quantitative intelligence to our business stakeholders. We measure customers’ sentiment across the Ads Ecosystem and work cross-functionally with Product, Marketing, Sales and organizations to drive actionability. The Market Intelligence Team within Go-to-Market powers the business with proactive, ground-truth, customer, seller, and engaged intel that accelerates decisions, improves products, and drives sales. Team members are experts in business strategy and analytical research, yet pragmatic and results-oriented.

As part of the CBI team, you will be leading global research across Google’s advertising ecosystem partnering with executives and cross-functional senior leaders across Google’s Product, Engineering, Brand and Sales organizations to bring actionable insights to the business. You will develop an understanding of business objectives, risks, issues, and opportunities to ensure that research efforts are supportive of business decision making and are actionable by executive leadership.The Go-to-Market Operations (GtM) team ensures Google's complex and ever-evolving Ads business runs smoothly. We are instrumental in setting go-to-market strategy, and ensuring flawless execution and operations against the strategy. We have teams embedded in each of the major Ads business areas as well as global teams that work across the business areas. Team members are analytical and strategic, with a pragmatic sense of how to get things done.

Responsibilities

• Build excellent partnership with stakeholders and leaders across Google’s Go-to-Market, Product, Engineering, Brand and Sales organizations. Ensure actionability of insights through strong cross functional collaboration.
• Lead end-to-end quantitative customer surveys or qualitative research projects, including study design, development, execution, analysis, insights development, and insights sharing.
• Ensure that survey research studies measure and report on actionable metrics and insights yielded using the highest methodological and scientific standards and best practices for instrument design, assessment, quality control, and analysis.
• Extract key insights from a range of customer data sources (surveys, interviews, call transcripts, sales data, etc.) and shape them into compelling narratives to influence business decisions.
• Contribute to the continuous improvement of existing survey research offerings, methods, and processes and to the development of new offerings that will create positive impact for Google and our Users