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Staff Customer Researcher (Mailchimp)
Location(s): Atlanta, Georgia
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.
This role sits on the Customer & Market Insights team within the Strategy department, a growing department at Mailchimp that supports the creation and deployment of corporate and commercial strategy and helps guide internal teams on driving business growth.
As a Senior Researcher on our Customer Research team, you will be embedded on one of our strategic initiative cross-functional teams, responsible for elevating the customer voice and ensuring strategic decisions lead with the customer in mind. You listen hard, observe everything, and can skillfully synthesize large amounts of information into actionable insights. You take the lead on complex, high visibility projects, synthesize multiple data sources to tell a holistic story, and adeptly socialize insights across your initiative and to executive audiences.
You will be an experienced researcher who excels in connecting the dots, a deft interviewer, a survey expert, and a persuasive storyteller. You must be comfortable working solo, managing vendors, and collaborating across Mailchimp’s Strategy, Marketing, Product, Customer, and CX & Design teams.
Responsibilities
- You will act as end-to-end driver of mixed-methods research to inform initiative strategy (with a focus on GTM, marketing, and product strategy), leveraging surveys, 1st party data, social listening tools, interviews, and other sources
- You will own and maintain an initiative-level research roadmap informed by consistent conversations with initiative leads and be comfortable prioritizing and making tradeoffs accordingly
- You will provide input into critical decisions to help mitigate risk and drive innovation and business growth
- You will build relationships and foster two-way knowledge sharing to build a 360 degree view of the customer related to your initiative with other insights teams such as Customer Research, Competitive Intelligence, Analytics, CX Voice of Customer, Experience/UX Research, and Support Insights
- You will communicate and socialize insights and recommendations within and outside your initiative and up to leadership clearly, effectively, and diplomatically (through reports, presentations, casual conversations, cross-functional meetings, internal newsletters, workshops, emails, etc.)
- You will model these behaviors to other researchers and guide them to improve their abilities
Qualifications
- 7+ years of experience leading qualitative and quantitative primary research projects (ideally within a product team or product organization)
- Experience with segmentation, persona development, ethnography, market share / sizing, customer journey mapping, messaging / positioning / naming research, and concept testing
- Experience conducting research to inform the discovery phase of the product development lifecycle
- Expertise in writing discussion guides and moderating interviews, designing and fielding surveys, analyzing and visualizing data, and translating findings into strategic frameworks and recommendations
- Experience managing third party vendors (full service agencies, sample providers, etc.)
- Strong oral and written communication skills - ability to present insights to all levels of management in ways that make it easy for stakeholders to understand and act upon
- Strong project management skills - ability to juggle multiple priorities simultaneously and scope resources, timing, and budget for complex, multi-phased projects
- Strong collaboration skills - ability to identify stakeholders, build cross-functional relationships, facilitate workshops, and work together towards a common goal
- Confidence working with ambiguity, unknown variables, and missing context (and finding ways to bridge those gaps, when necessary)
- You are willing to travel a few times a year (once it is safe and appropriate)
- Bonus: You have a background in or exposure to the software or SaaS space and you’ve worked to support a product team / initiative within the space
Our workspaces and technology are always evolving to support collaboration, innovation, and spark creativity. Take a sneak peek at our office in Atlanta where our Mailchimp teams are headquartered.
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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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