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Pegasystems, Inc. Sr. Manager, Client Insights & Research in Chicago, Illinois

Sr. Manager, Client Insights & Research

Job Category: Marketing

Location: US - DC - Remote | US - Georgia - Atlanta - Remote | US - Illinois - Chicago | US - Massachusetts - Cambridge | US - New York - New York

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Meet Our Team:

The Brand Messaging & Client Insights team is on a mission to significantly expand market awareness, shape buyer perceptions, deepen contact engagement with the Pega brand in pursuit of groundbreaking growth and go-to-market strategies. We’re passionate about simplifying the complex, inspiring and empowering our colleagues with data-driven, client-centric insights and messages that help tell compelling, differentiated, consistent brand stories across our market programs, campaigns, and channels to drive demand for our solutions and accelerate deals.

Picture Yourself at Pega:

As a senior member of a fast-growing new function, you’ll have a critical role in building out a brand insight, alignment, and innovation hub for the organization. Our team mission, to infuse the business with data-driven, client-centric perspectives on brand and solution awareness, familiarity, and consideration. You’ll develop and manage a client insight and research program that will inform brand planning, messaging, and market-facing programming – helping the organization answer key business questions.

Together, we’ll create a more holistic client insights ecosystem that helps infuse the organization with innovative, best-practice approaches to more effectively act on our various existing sources of buyer behavior insights and to leverage new sources of data-driven insights to inform, connect with, and engage our target personas, markets, and accounts globally. This is a unique opportunity to join an accomplished, collaborative team of brand, creative, and content experts united in bringing a unique brand to life for a dynamic global tech company serving the world’s leading B2C / B2B brands.

What You'll Do at Pega:

The Sr. Manager, Client Insights & Research provides data-driven brand and client-related information, analysis, and assessments to the brand, marketing, and other key go-to-market stakeholders, including global regional marketing, industry markets, and product marketing teams. Not a go-it-alone function, you’ll collaborate with Pega’s Brand and Marketing leadership, as well as other key stakeholders across the organization.

  • Brand study, message testing & research management. Build out, manage, and implement a toolkit of external client / market research approaches (qualitative, quantitative) to gain relevant insight that help inform data-driven decisions. Prioritize around business objectives, needs, and problems.

  • Internal client insight assessment & activation. Create an insight hub. Connect, integrate, and analyze existing sources of insight – both qualitative and quantitative – across the organization. Understand and surface what we know and don’t know to help inform the client insight and research program.

  • Brand & client insight reporting & visibility. Make sense of all the data and insight and make it actionable. Help a cross-section of go-to-market teams have the right insight at right time to inform messaging, campaigns, and programs.

  • Measurement & planning. Define success metrics to feed back into the ecosystem for timely, continuous insight. Develop and deliver proactive / predictive insights.

Who You Are:

You’re an accomplished and highly experienced client / customer insights researcher and analyst who enjoys managing, implementing, and digging into quantitative and qualitative data of all types, shapes, and sizes to get at the heart of what interests, intrigues, and motivates B2B buyers. A resilient character not afraid to challenge existing thinking and a knack for driving cross-functional engagement – you enjoy working with complex data and concepts and translating it all into relevant, powerful, actionable insights (and foresights!) that help fuel client-centric decisions across our go-to-market programs that thoughtfully engage core markets in our solution value. You’re focused on quality, taking best practices to new heights, and approaching your work with agility. A highly collaborative team player, you’re willing to roll up sleeves to help make better decisions and get work done. You’re energized by driving great outcomes and being part of a winning team, and you’re someone whom teammates want to work with again and again, day in and day out.

What You've Accomplished:

  • Bachelor's degree in a quantitative field from a top-tier program

  • 8-10 years in client insight and research / customer research, voice of the customer, customer experience or related field

  • Strong talent for translating complex research objectives into simple, comprehensive solutions

  • Expertise in multiple research methodologies and best practices, including survey design, sampling, and primary research, such as 1:1 interviews or focus groups.

  • Experience working with client / customer trackers (e.g., brand health tracking) and client / customer success metrics like CSAT and NPS

  • Ability to draw and synthesize insights from various sources, including surveys, channel data, analyst reports, online reviews, call recordings

  • Ability to work closely and well with team members and cross-departmentally, working towards the goals of the organization

  • Experience working across teams to deliver actionable brand, messaging, and positioning recommendations

  • Strong analytical skills, including experience working with large sets of data, with a focus on asking the right questions to get to meaningful insights

  • Strong leadership skills, effectively communicating with authority and confidence, and able to influence without direct authority.

  • Strong project management and organization skills, flexibility, and creativity to manage ambiguity, work autonomously, and multi-task in a fast-paced, high-growth environment.

  • Knowledge of customer journey processes (customer acquisition, retention, and service)

  • Ability to manage multiple tasks at once, organize and prioritize a significant workload, and move quickly to demonstrate progress.

  • Exceptional writing and communication skills with ability to deliver compelling narratives to various levels of the organization, including senior leadership

  • Impeccable attention to detail and quality assurance.

  • Thoughtful and curious team member with excellent problem-solving skills and continual desire to do more, better.

Pega Offers You:

  • Gartner Analyst acclaimed technology leadership across our categories of products

  • Continuous learning and development opportunities

  • An innovative, inclusive, agile, flexible, and fun work environment

  • Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

Job ID: 13335

As anand Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

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