North America

Discover Financial Services - Senior Manager, Behavioural Insights

Senior Manager

Department: Behavioral Insights Team –Customer Risk Management & Assistance

Design and execute innovative business initiatives by applying concepts and principles of behavioral economics, neural-psychology, human factors, and cognitive sciences to provide effective behavioral interventions and solutions through all customer touch points.  Oversee the entire design and research phases of customer behavioral studies. Interact with internal business partners and vendors to achieve their business and operational requirements.  Independently execute the continuous improvement of customer messaging and effectively communicate the outcome to senior management. 


RESPONSIBILITIES

• Lead the Behavioral Insights Team to enhance Discover’s messaging and processes that interact with our customers 
• Manage the daily operation of the Behavioral Insights Team, including all phases of behavioral studies
• Be able to collaborate with both internal business partners and external vendors to fulfill the business needs and requirements
• Function as a liaison and communicate with senior management, business partners to understand the business objectives and formulate relevant research objectives by applying behavioral economic concepts and principles.  
• Direct statistical analyses, produce reports and communicate findings to internal stakeholders, and business partners, and external vendors
• Maintain a high level of competency in behavioral economics, cognitive sciences, statistics, research principles, tools and various analytical techniques


MINIMUM REQUIREMENTS

• M.S. / Ph. D. in quantitative sciences, behavioral economics, or social psychology.  Advanced degree preferred. 
• At least five years of experience in product communication, product design, and customer experience in the financial services industry.  
• Proven knowledge and expertise in behavioral economics, neural-psychology, human factors, cognitive sciences, statistical analyses and business knowledge.
• Strong computer skills, experience in statistical software, Teradata SQL and other analytical tools
• Excellent communication and interpersonal skills, a team player and a self starter with minimal direction.  
• Problem solving skills and thought leadership.

This position will report to Director, Decision Management

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Hilton Worldwide - Director of Customer Insights

The Director of Customer Insights for Enterprise Opportunities will work in conjunction with the Senior Director of Customer Insights developing the strategies needed to ensure the enterprise and capitalize on opportunities to increase market share, optimize revenue and reduce costs by acting on qualitative and quantitative marketing research and analysis.

What will it be like to work for this Hilton Worldwide Brand?

Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its ten global brands, which include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors®.

If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Worldwide Team Member. 

What will I be doing?

The Director of Customer Insights for Enterprise Opportunities will be responsible for the pursuit of enterprise-wide, strategic customer insights that shape corporate strategy and proactively identify opportunities for the company at the macro-level such as identifying, sizing, and profiling high potential markets, audiences, product opportunities, and communication opportunities. The Director will be identify opportunities at a micro-level such as customer-level behavior, expectations, and emerging trends to maximize market share, increase customer loyalty, contribute to growth and profitability. Success requires an entrepreneurial approach to identify potential business opportunities for exploration, designing and executing primary research, building and/or socializing compelling business cases from research results, and effective integration and/or partnership with key stakeholders across multiple levels and/or departments to achieve corporate acceptance, execution, trial and adoption of identified business opportunities. The Director will lead, train and develop the Customer Insights Manager and Senior Analyst.

Other key priorities are listed below:

  • Lead design and execute custom qualitative and quantitative marketing research and analysis, directing the grouping of and assignment of tasks, ensuring optimal allocation of resources and championing the on-time delivery of consumer insights

  • Design and implement best practice methodologies and models for measuring product and marketing incrementally and identify, prioritize high-potential markets, audiences, products, and communication opportunities

  • Manage department budget allocated for identifying market, audience, product communication opportunities and customer behavioral insights research

  • Implement and manage processes and procedures to ensure strategies are carried out in accordance with department and company objectives

  • Provide direction and leadership to the dedicated Customer Insights Manager and Senior Analyst to help set goals and assist in accomplishing research objectives and overall department initiatives

  • Shape enterprise-wide strategies and initiatives by acting as the subject matter and technical expert for all future trends, market, audience, product, communication opportunities and customer behavioral research insights. The Director, Customer Insights must possess a high degree of business and industry acumen with the ability to analyze market data and emerging trends and make compelling and credible recommendations to senior executives

  • Lead the design of new market/audience/product/communication research and customer behavioral insights research as defined by Sr. Director Customer Insights

  • Actively manage the day-to-day responsibilities of the dedicated Customer Insights Manager position and Sr. Analyst position

  • Actively manage vendors, communicating scope of research work, negotiating cost of services and timeline for deliverables, and providing oversight of the quality and timely completion of vendor deliverables

  • Implement and manage departmental processes and procedures to ensure strategies and directives of department are carried out and in accordance with department and company directives

  • Adhere to established methods/protocols for customer research. Implement proper controls to ensure that research projects follow accepted research practices and ethics, analysis is accurate and insights reflect the data, deliverables are provided in a timely manner, and the privacy of guests and respondents are reasonably protected

  • Influence department team members and key stakeholders and contacts in cross-functional areas to accomplish the organization's mission, goals, and objectives through motivation, communication, group dynamics, and leadership

  • Evaluate and streamline business processes to maximize efficiency and effectiveness within the department

 

What are we looking for?

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. To fulfill this role successfully, you must possess the following minimum qualifications and experience: 

  • Minimum of seven (7) years of working experience in market research project management and strategic business consulting role

  • Minimum of five (5) years of experience working with presentations on market research, competitive analysis and trend data to Senior Executives

  • Minimum of three (3) years of experience working with Microsoft Office Suite; advanced functionality in Excel and PowerPoint

  • BS/BA Bachelor’s Degree

  • Minimum of seven (7) years of related professional experience

  • Minimum of two (2) years of managerial experience

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • Minimum of four (4) years of managerial experience

  • MS/MA Master’s Degree in Social Sciences, Consumer Behaviour, Economics, Business Administration or Marketing with quantitative and/or qualitative research emphasis.

  • Minimum of seven (7) years of experience working in quantitative and/or qualitative research management role and strategic business consulting

  • Experience working with SPSS, SALT, Smith Travel Research data and internal corporate data systems.

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National Research Council - Senior Program Officer

The Division of Behavioral and Social Sciences and Education – one of five divisions within the National Research Council – works to advance the frontiers of the behavioral and social sciences and their applications to public policy.

The Board on Behavioral, Cognitive, and Sensory Sciences monitors advances and developments in the behavioral, cognitive, and sensory sciences and serves as an intellectual resource for the National Research Council, as well as public policy makers, as to how these advances and developments are creating opportunities or potential problems for public policy.

Established in 2004, the Board on Science Education focuses on science learning and education for all, from early childhood to adulthood, in both schools and informal learning environments, such as science museums, aquariums, nature centers, and social networks.

The Senior Program Officer will be responsible for developing and managing highly complex programs or projects. Develops project strategies, staffing requirements and ensures the project meets its stated objectives. Serves as liaison between committee members, the National Academies, and other applicable parties. Independently supervises staff. Requiring advanced knowledge, incumbent performs work primarily of an intellectual and/or analytical nature. The primary focus is on leading and managing a standing committee. Has authority to take whatever action deemed advisable or necessary, subject only to organizational and departmental policies and rules. Has full supervisory responsibilities, including hiring, training, and performance management for assigned staff. Provides innovative solutions to complex problems that impact program's or project’s success. Reports directly to Board Director.

ESSENTIAL JOB DUTIES:

1. Independently manages a newly-forming consensus committee related to behavioral science and education. Develops project strategy and budget, staffing requirements and ensures stated objectives are met. Conducts project evaluations. Activities may include leading studies, research programs, grant programs, fellowship programs, etc.

2. Where applicable, assembles committees and guides those committees to meet the needs of a contract. Leads convening activities such as forums or workshops. Communicates and coordinates with the chair and other members of the group. Identifies and gathers research materials. Solicits and contacts potential panel members. Facilitates the flow of information among panel members, consultants, staff, and other applicable parties.

3. Conducts workshops and meetings. Develops agendas, invites presenters and participants, oversees meeting logistics and multimedia presentations, and prepares written summaries.

4. Prepares background papers and technical summaries. Develops written products (e.g., reports, proceedings, white papers). Drafts and edits materials for publication. For studies and other applicable programs, synthesizes and edits research findings and technical data and determines the relevance of data for purposes of study.

5. Supports committee members, forum members, workshop participants, etc. in all aspects of work. For studies, assistance is provided in preparing draft report, including writing sections of report based on committee input and review and editing the report for format, consistency, and grammar. Manages the response to review, responds to comments and concerns of editors, and prepares the final manuscript for publication.

6. Where applicable, responsible for extensive communications activities related to assigned programs or projects. Publicizes programs and other priorities. Develops complex and content rich materials and websites to provide interest groups with information generated from and for activities.

7. Where applicable, manages dissemination of reports and other types of publications or outreach activities. Prepares dissemination plan and funding proposal. Manages report production activities. Identifies and engages external organizations in dissemination. Prepares dissemination materials. Conducts dissemination meetings.

8. Independently supervises program or project staff. Ensures staff are appropriately trained and plans for staff development. Mentors staff. Initiates personnel actions. Conducts performance reviews. Interprets and ensures consistent application of organizational policies.

9. Responsible for financial management of assigned programs or projects, including overseeing budget and schedule and authorizing expenditures. As required, collaborates with financial staff to ensure compliance.

10. For certain programs managing research or fellowship activities, conducts site visits and ensures current and new facilities meet established criteria.

11. Collaborates with experts and sponsors from federal, state, and local government agencies, foundations, schools, and other organizations. Represents the unit and committee within and outside the National Academies.

12. Maintains ongoing relationships with major sponsors and develops new program areas. Conducts background research on topics for new studies, programs, or activities. Writes prospectuses and proposals for new and continuing funding. Identifies potential sponsors. Raises funds for current and future projects. Negotiates funding with sponsors. Where applicable, manages funder/member/alumni relations.

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