eCommerce Customer Research Analyst

Posted 02 Mar 2022

St. Louis, Missouri - United States

Req Id 242857

Details

 

A career with MilliporeSigma is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. MilliporeSigma is a business of Merck KGaA, Darmstadt, Germany.

 

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.


 

Your Role:

As part of our eBusiness Solutions organization, you will have the opportunity to work on the leading website in the life science industry to shape the overall customer experience and support the development of our digital strategy based on insights. The eCommerce Customer Research Analyst is a major contributor on a team that delivers market, customer and competitive insights that will be used to enhance the ecommerce experience and drive business value. In this influential role you will be able to advise and help direct strategic decisions through your in-depth knowledge and advocacy of our customers, their behaviors and needs.

 

This position can be remote or located in our St. Louis, MO location or Burlington, MA location.

 

  • Develop research plans that tell a comprehensive story of the digital customer journey and identify opportunities for improvement and to address unmet needs.  
  • Research will include, but not be limited to user experience, customer satisfaction, visitor segmentation, share of wallet, purchase and brand tracker studies 
  • Design, execute and socialize customer research projects
  • Translate data from multiple sources (quantitative & qualitative studies, UX research, customer transaction data, and website activity) into meaningful recommendations aimed at enhancing our customer understanding and propelling digital innovation
  • Measure and track customer focused KPIs to ensure progress against business objectives as well as identify new opportunity areas to explore
  • Deliver inspiring executive level communications and presentations to secure investments in our customer experience

 

Physical Attributes:

  • Ability to travel up to 15% travel

 

Minimum Qualifications:

  • Bachelor's degree in Marketing Research or Human-Computer Interaction, Human Factors, Cognitive Psychology, or other business field
  • 1+ years of experience in survey creation using a tool such as Qualtrics, Survey Monkey or other survey software
  • 5+ years of experience with qualitative and quantitative research processes and methods, or web analytics

 

Preferred Qualifications:

  • Holistic approach to marketing research using end to end qualitative and quantitative research processes and methods used from project intake to final deliverables. (Examples: surveys and questionnaire design, statistical analysis, concept testing, personas, customer journeys, lab studies, diary studies, focus groups, in-home/@ work interviews, PowerPoint, presentation skills and other methods)
  • Prior experience working with web analytics (i.e. Google Analytics, CX Metrics, Full Story, or similar tools), site intercept surveys, panel surveys or other insight tools
  • Clear understanding of experimental design, common data analytical techniques, and effective ways to intuitively visualize data.
  • Statistical analysis including statistical & data analysis tools such as SAS, SPSS, SQL, R, Tableau, Minitab or similar
  • End to end experience with entire research process (study design, recruiting, moderation, analysis, reporting)
  • Strong research project management skills including but not limited to managing and supporting the entire research project process from project intake to final deliverable, panel recruiting and coordinating contact with focus group/interview participants, managing payments for research participation, etc.
  • Experience assessing, negotiating, and managing customer research vendors, including international sourcing, quantitative, qualitative, and UX partners
  • Experience with digital and project management tools (i.e. Optimizely, Google Analytics, Looker, Dovetail, User Zoom Go, Hot Jar (heat mapping tools), content/messaging tools, online qualitative discussion boards/focus groups, Smart Sheets, ForeSee/Medallia/Qualtrics, etc.
  • Strategic thinker with proven ability to use insights to drive transformational change and influence strategy
  • Ability to influence through clear and compelling written and oral presentations, storytelling
  • Proven ability to use data to make decisions and drive consensus
  • Team player and self-starter with excellent interpersonal, problem-solving and presentation skills
  • Strong collaboration across functions and locations, building relationships globally, seeking and creating alignment
  • Advocate for functional expertise, able to appropriately set internal client expectations
  • Experience and comfortable working in a fast-paced, ambiguous environment that requires the flexibility to pivot to the needs of the business quickly
  • Assertive and comfortable with being the advocate for the customer
  • Degree in Marketing Research or Human-Computer Interaction, Human Factors, Cognitive Psychology, or similar related experiences
  • Experience in the life science business and/or B2B research
  • Masters or higher education in Marketing Research or Human-Computer Interaction, Human Factors, Cognitive Psychology or even life science

 

RSRMS


 

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.
We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology.
We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons.
Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!

 

Curious? Chat with one of our curious minds on our interactive Q&A platform and catch a glimpse of our people, values, and culture. You can also apply and find more information at https://jobs.vibrantm.com

 

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html

 

If you are a resident of a NYC, Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

 

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

 

As an employee of the Company, you will be required to comply with all of the Company’s COVID-19 safety protocols and policies. The organization has currently suspended enforcement of its COVID-19 Vaccination Policy, but that policy may be reinstated by the Company in its discretion.

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