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Customer Experience Research Manager

Job Requisition ID:  38024

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company's innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2020 revenues of approximately $8.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.

Role Description

 

The Customer Experience (CX) Research Manager will be responsible for conducting voice of the customer research and analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience with products, platforms, and services at the Eastman corporate level and within Eastman’s business units.  

 

This position will have the opportunity to bring to life insights that support defining and enabling the future state of customer experience at Eastman. This role will be the advocate for the customer’s perspective throughout all phases of business initiatives and ensure the customer is at the center of the organization’s most critical business decisions. This position plays a critical role in ensuring Eastman understands its customers' evolving expectations across the many value chains it serves.

Responsibilities

 

  • Design, lead and execute strategic customer experience research projects that generate actionable insights to help Eastman and its business units better serve their customers.  This role will support large, cross-divisional projects by delivering insights to inform strategic business decisions.
  • Partner with internal stakeholders to translate business issues into well-defined research scopes that can be executed on with the most appropriate customer experience research methodologies.
  • Acts as the lead practitioner for all customer experience research, performing all activities and managing third parties when needed in conducting experience research.
  • Present findings and visualize data to a wide range of stakeholders across Eastman and lead the effort to integrate research findings to support decision making process of Eastman and its businesses.
  • Partner with internal teams to address complex business questions and provide insightful analysis through strong storytelling capabilities.  Influence teams across the organization to take action based on research findings.
  • Embed customer experience research principles across Eastman & build the overall capability within Eastman. 
  • Keep abreast of new developments in customer experience research techniques.
  • Quickly learn the industry structure where Eastman operates with all its businesses.
  • Domestic and international travel up to 25% is required.

 

To be successful

  • Customer obsessed and naturally curious.  Ability to inspire others to be equally customer obsessed and curious.  
  • Superior project management skills with the ability to prioritize multiple projects with little oversight from management in a fast-paced, ever-changing environment.
  • Superior communication skills and attention to detail with the ability to synthesize data to develop understandable and actionable recommendations to persuade stakeholders effectively, and execute methodically
  • Humility and desire to continually learn with illingness to roll up your sleeves and do whatever is necessary to drive projects to completion.
  • History of partnering with teams across an organization and influencing to achieve business results across multiple teams who may have different goals.

Education and Experience

 

  • A Bachelor’s Degree from an accredited college or university is required.
  • Business, marketing, economics, or public policy degrees preferred but not required.
  • Master’s Degree or MBA preferred.
  • 5-10 years’ experience in customer experience research roles.
  • Superior oral and written communication skills.
  • Strong organizational and project management skills required.
  • Critical and strategic thinking, creativity, enthusiasm, and bias for action.  
  • Experience navigating large, matrixed organizations.
  • Advanced knowledge of research methods and sources of data.
  • Experience teaching others research methodology and project management skills
  • Proven knowledge of Microsoft Productivity Suite (including Outlook, PowerPoint, Word, Excel, SharePoint, and PowerBI)
  • Experience with SPSS, SAS, or similar analytical tools.

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.


Nearest Major Market: Asheville
Nearest Secondary Market: Knoxville

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