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Customer Insights Manager

 

Description

As a global icon and keeper of some of the most recognized brands in North America like Quilted Northern®, Angel Soft®, Brawny®, Dixie®, and Vanity Fair®, Georgia Pacific (GP) is one of the world’s leading makers of paper towels, bath tissue, napkins, facial tissue, disposable cups, plates, cutlery, towel dispensers, packaging, building products and related chemicals. Our boundless opportunities attract the very best experienced professionals. Now more than ever is the time to become part of GP.

We are headquartered in Atlanta, GA and employ approximately 35,000 people at more than 200 facilities worldwide. We are a subsidiary of Koch Industries, the second largest privately held company in the USA with a 60,000 strong workforce. Come explore all the things you didn't know about us! Come to GP where challenge meets opportunity.

 

What You Will Do In Your Role

GP’s Building Products business is seeking an entrepreneurial minded Customer Insights Manager to support our Product Management, Customer Experience (CX) and Marketing teams. This person will drive primary research with a wide range of customers as well as employees to provide inspiring and actionable insights which lead to development of new products and services that create superior value for our customers.

  • Define research questions, scope projects, partner with external agencies, design surveys and analyze results of quantitative studies. Maintain relationships with key agency partners, ensure costs are competitive and recommend new approaches, tools or partners as needed
  • Work with the business to validate and refine commercial priorities, informing key decisions during the development process through targeted insights
  • Monitor the market and GP progress through recurring studies measuring customer satisfaction, Net Promoter Score, brand health, etc.
  • Identify new potential areas of opportunity through generative primary research (e.g., Voice of the Customer interviews, journey maps, identification of pain points, market trends)
  • Drive a customer-first mentality with all employees in all we do, helping to build and socialize best practices for gathering and activating insights across Building Products (including ongoing collection and management of customer feedback for knowledge sharing)

To do the above, this employee will need to be able to quickly learn the business to deliver more nuanced insights, helping our teams both understand and anticipate customer needs. They should demonstrate leadership capabilities in drawing out key themes / opportunities from data analysis, providing structure to ambiguous situations and facilitating conversations with executives.

This person will need to be well-versed in a variety of research methods as well as design thinking and innovation frameworks. Strong vision, strategic thinking, collaboration, communication, and influencing will be required to work across multiple stakeholders and advance a market-back, data driven learning culture.

In addition, the individual will also be:

  • Working with Product Management, Marketing and CX team members to frame, quantify, and prioritize problems/opportunities, and provide challenge and guidance along the way
  • Identifying key gaps in our knowledge or ability to deliver on customer needs (products, services, relationship opportunities) and working with capability partners to evaluate and address these gaps via analysis, research and/or experiments
  • Leading the planning, design, and execution of customer research studies
  • Conducting fieldwork to uncover unmet customer needs (surveys, interviews, site visits, tradeshows)
  • Exploring and experimenting with new research tools and innovative methods
  • Utilizing tools such as rapid prototyping, sketches, and storyboards to facilitate ideation sessions, concept testing and development
  • Framing research findings into actionable stories in order to influence and make clear recommendations to multi-level leadership
  • Using indirect influence to work with cross-functional teams in R&D, Operations, Commercial / Sales, IT and Supply Chain to understand implications of recommendations and execution of alternatives
  • Seeking challenge and gaining alignment from senior leadership on key initiatives

The Experience You Will Bring

Requirements:

  • Bachelor’s degree
  • Leadership of primary research projects, including vendor management, survey design (question development & logic) and data analysis
  • Increasing responsibility for identifying actionable insights, summarizing key findings, and presenting to executive leaders 
  • Experience managing multiple workstreams and projects

What Will Put You Ahead

  • Master’s Degree (MBA or related)
  • Experience leading qualitative research, e.g., customer interviews, focus groups, ethnography
  • Research agency, innovation lab or consultancy experience
  • Experience in both B2B and B2C insights



#LI-NH1


Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.


At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.


Equal Opportunity Employer, including disability and protected veteran status.
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. 
This employer uses E-Verify.  Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf

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