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Ryder System Consumer Insights Manager- REMOTE in Cleveland, Ohio

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Summary

A successful person in this role will passionately speak the voice of the customer to drive, inspire and influences decision making that propels Ryder's business forward. Success is measured by the ability to translate voice of the customer into sales and profit and to ultimately drive a strong ROI.

REMOTE work from HOME

Essential Functions

  • Lead the Voice of Customer program for 2-3 business units (e.g., FMS, SCS, DTS, Rental, etc.). Be the subject matter expert and first point of contact for business stakeholders (e.g., frontline managers to c-suite). Core responsibilities include: 1) preparing and delivering actionable insights reports for stakeholders including senior leadership 2) proactively raising suggestions to enhance the ROI of the program 3) monitoring the health of the program and owning resolution of any issues and 4) managing external consultants (e.g,., Medallia, Survox, Kantar) and internal partners (e,g., Ryder IT, SSC Agents) that support each program

  • Design and execute qualitative & quantitative customer interviews to inform business decisions and product strategies. Qualitative projects will center around gauging customer viewpoints on various topics through targeted interviews with internal and external customers. Quantitative projects will consist of utilizing survey tools to draft questions, program and deliver to the intended audience.

  • This position works directly with directors and other leaders to identify goals of each survey, create questions based on research, conduct interviews, collect survey results, build out reports, and present feedback to the leadership team.

Additional Responsibilities

  • Performs other duties as assigned.

Skills and Abilities

  • Excellent project management skills This role will be managing multiple priorities as well as working and leading across teams and meeting deadlines

  • Excellent collaboration skills and ability to work successfully with cross-functional teams

  • Strong communication skills This role will be providing insights to mid-level and executive management both through presentations and in writing Having a story telling mindset is a plus

  • Skilled with data and spreadsheets and exhibits a strong attention to detail

  • Comfortable with ambiguity and problem solving without having every piece of detail; has a natural curiosity and desire to learn

  • Experience with CX or Voice of Customer program (e.g., Qualtrics or Medallia) advanced required

  • Designing and conducting customer interviews such as IDIs, discovery meetings, focus groups or similar intermediate preferred

  • Designing and conducting quantitative online surveys intermediate preferred

  • Microsoft Excel and PowerPoint intermediate required

Qualifications

  • Bachelor's degree required Business, Research, Math, Sociology, Psychology

  • Master's degree preferred Business, Research, Math, Sociology, Psychology

  • Seven (7) years or more In one or more of the below role:Client side insights/strategy experienceSupplier side insights/strategy client facing experience (not sales or business development)Management consulting experienceVoice of Customer experiencerequired

  • Experience with CX or Voice of Customer program (e.g., Qualtrics or Medallia) advanced required

  • Designing and conducting customer interviews such as IDIs, discovery meetings, focus groups or similar intermediate preferred

  • Designing and conducting quantitative online surveys intermediate preferred

  • Microsoft Excel and PowerPoint intermediate required

Travel: 1-10%

DOT Regulated: None

Job Category: Market Research & Data Analytics

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)

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