Sr. Customer Insights Research Lead

Overview

The Chick-fil-A Customer & Market Insights (CMI) team is the trusted source and strategic thought partner for consumer, Customer, and competitor insights. We are looking for an experienced research professional who is passionate about deeply understanding consumers and creating remarkable Customer-centric experiences. The Senior Customer Insights Lead candidate should be a confident and agile leader who can effectively create new research road-maps, learning plans as well as lead and consult on strategic insights design, analysis, & activation.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

• Proactively create insights learning plan with Delivery & Digital User Experience Teams, identifying key knowledge gaps and appropriate methodologies to address business questions within timing and budget expectations.
• Design and execute Customer research to understand expectations, needs, & preferences to shape the design and optimization of Customer/user focused delivery & digital offerings.
• Partner to measure Customer satisfaction of CFA owned and third party delivery offerings.
• Collaborate to design and execute usability and A/B tests to measure the impact of design changes on user behavior and satisfaction.
• Provide thought leadership and actionable recommendations on all delivery & digital UX decisions affecting Customers/users.
• Partner to develop a testing playbook that enables consistent inclusion of digital user experience insights in the product development process.
• Collaborate and build strong relationships with internal team members, digital agencies and third party delivery providers.
• Lead relationship with delivery & UX research vendors, including budget management, scope alignment, and work prioritization.
• Leverage storytelling techniques (both verbally and in written presentations) to translate complex data into clear, compelling and cohesive insights with actionable business recommendations.

• Bachelor's degree
• 5 years of experience in primary market research
• Experience designing & executing digital UX research
• Experience leading end to end qualitative & quantitative studies
• Proven track record of leadership and influence
• Exceptional oral/written communication skills-can simply convey complex concepts & confidently present to senior leaders
• Experience partnering well with cross-functional teams, being highly collaborative with ability to build strong relationships
• Ability to proactively identify opportunities to influence business decisions with insights

• MBA or Master's degree in Market Research
• 5+ years in digital user experience research role
• Experience building an organization's UX research capability