Customer Experience & Market Research Manager

OGC is a boutique research and consulting agency specializing in data driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We partner with some of the world’s leading organizations across Financial Services, Specialty Retail, Telecommunications, Hospitality, and Software, helping them gain a deeper understanding of their customers, translate research into actionable insights, and improve business processes and customer experiences.

One of our telecommunications clients is seeking an analytical, detail oriented Market Research Manager to join their team. In this role, you will support the analysis and measurement of customer experience, with a particular focus on NPS and other CX metrics. You will work across multiple data sources to identify trends, uncover key drivers, and translate findings into clear, actionable insights for stakeholders.

This position is ideal for a strong analytical thinker who is equally comfortable working with data and communicating what that data means. The successful candidate will be able to move beyond reporting numbers to develop clear narratives around customer experience trends, support dashboards and reporting, and work collaboratively with stakeholders to answer complex business questions.
This position is based in Philadelphia 3-4 days a week.

• Data Synthesis: Pull together data and signals from multiple sources to develop a clear understanding of customer experience performance and trends.
• Reporting & Dashboards: Create, maintain, and manage CX dashboards and recurring reporting, ensuring data is accurate, relevant, and easy to interpret.
• Insight Development: Translate analytical findings into clear narratives and actionable insights that explain the "why" behind customer experience trends.
• Stakeholder Support: Partner with CX, Research, Analytics, and business stakeholders to understand key questions and provide data-driven answers and recommendations.
• Research & Measurement: Support ongoing CX measurement initiatives and pilots as the client evolves its approach to understanding customer journeys and experiences.
• Cross-Functional Collaboration: Work across teams and data sources to connect information, identify patterns, and support broader CX strategy and decision-making.

• Experience: 3-6 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.
• Strong Analytical
  
  Skills:
  
  Demonstrated ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions from data.
• CX / NPS
  
  Experience:
  
  Experience working with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.
• Reporting & Visualization: Strong experience with Excel and/or data visualization and dash boarding tools such as Tableau, Power BI, or similar platforms.
• Data Storytelling: Ability to turn data into a compelling, easy-to-understand narrative and communicate the key implications to stakeholders.
• Communication: Strong written and verbal communication skills, with confidence presenting findings and insights to cross-functional teams.
• Research Knowledge: Understanding of quantitative research and survey methodologies; experience with qualitative research or journey research is a plus.
• Problem Solving: Ability to work with multiple data sources, investigate unexpected findings, and independently identify the information needed to answer business questions.
• Organization & Adaptability: Strong organizational skills with the ability to manage multiple priorities and adapt in a fast-paced, evolving environment.
• Location: Must be able to commute in Philadelphia, PA 3-4 days a week