Customer Insights Manager

THE POSITION: CUSTOMER INSIGHTS MANAGER

At LendingTree our #1 core principle is to build truly outstanding products that help simplify financial decisions for life's important moments through choice, education, and support. We strive to find breakthrough ways to surprise and delight our customers with insight and clarity.

Personal Finance is one of the top causes of stress for Americans. At LendingTree, we strive to empower people to make financial decisions that save money and lead to long term financial health. The person in this role will play a critical part in bring the voice of customer into critical strategic conversations and helping to lead a large shift in how we understand customers and build experiences that serve customers financial needs.

You will be a part of a customer research team that will both broadly and in targeted ways understand our customers and support Marketing and Product strategies to build campaigns and experiences to best serve our customers deepest needs.

RESPONSIBILITIES

• Support Marketing, Product, Brand, Strategy, and other business teams by:
• Conducting targeted primary quantitative and qualitative research that illuminates ways to optimize and pursue specific opportunities.
• Communicating insights that drive improvements to conversion rates, close rates, NPS, customer satisfaction, and engagement rates.
• Bringing the customer closer to our decision-making by discovering attitudes and behaviors that drive product innovation, feature development, and targeted messaging
• Understand and measure customer perceptions of brand values, how well we are delivering on our brand promise, and identify opportunities for improvement.
• Understand our customer Jobs to be Done and measure how well LendingTree is helping customers make progress towards their jobs.
• Collaborate with business vertical owners to create shared understanding of customer pain points and support solutions to continuously resolve these pain points.
• Drive impactful insights with an in-depth understanding of customer pains through customer intercepts using online & offline mediums.
• Define research objectives and customer problem statements to ensure your team is focused on driving KPIs and OKRs.
• Maintain internal library of primary and outsourced research projects
• Manage supplier relationships for existing and new initiatives

QUALIFICATIONS

• 7+ years working in market research, user experience research, market intelligence, or similar field in client or supply-side
• 6+ years working with an online survey tool in conducting primary research (e.g. Decipher, Qualtrics, Medallia, QuestionPro, Survey Monkey, Sawtooth, etc.)
• 6+ years working with a statistical software package (SPSS, Q Research Software, Sawtooth, etc.)
• Demonstrated exposure to quantitative and qualitative research methods: Focus groups, usability studies, attitudinal research, concept testing, conjoint, max-diff, etc.
• Experience with cleaning, manipulating data, questionnaire writing, tabulations, report development
• Demonstrated self-starter with entrepreneurial skills to uncover and define meaningful opportunities to better serve our customers.
• Ability to persuade cross functional partners of the opportunities uncovered by customers insights.
• Strong project management skills
• Ideally experience in the FinTech space.
• Critical thinker and problem solver with passion for turning data into insights
• Most importantly, a burning passion to help us achieve our purpose of improving people's lives through finance.

PREFERRED QUALIFICATIONS

• Experience in fintech
• SQL experience

COMPANY

LendingTree is the nation's largest online lending marketplace. That means we connect customers with multiple lenders so they find the best deals on loans, credit cards, savings accounts and insurance. Our goal is to help people save money, and we believe the best way to do that is by giving them a way to shop for loans and compare lenders so they make their best financial choices.

Our CEO Doug Lebda founded the company in 1996 after a frustrating house-hunting experience. In those days, we mostly helped people find good mortgage deals. Now, we help consumers find their best in personal loans, auto loans, business loans, student loans, credit cards, savings accounts, home equity loans and more.

What else you should know:

• We're a publicly-traded company (TREE).
• We've welcomed several other companies into the LendingTree family to augment our efforts at helping borrowers make their most sensible financial choices.
• We've built the LendingTree app and My LendingTree dashboard to give consumers tools to manage and monitor their financial health.
• We still make funny commercials.

CULTURE

We're a fast-paced company with an entrepreneurial bend. We work hard and test our products often. We're collaborative, ambitious, candid and high-energy. Our teammates are some of the brightest, most talented people you'll ever work with. We care more about your smarts than we do about the kinds of clothes you wear (but please, do wear clothes to work!), and we're pretty good about rewarding innovation, creativity and the knack for just getting stuff done (we even have an award for employees called the GSD, "Get Stuff Done").

Come work with us!

LendingTree is the kind of company that not only promotes diversity and inclusion; we thrive because of these values. We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.

Recommended Skills

• Accounting
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