Sr. Customer & Market Insights Lead

Overview

The Chick-fil-A Customer & Market Insights (CMI) team is the trusted source and strategic thought partner for consumer, Customer, and competitor insights. We are looking for an experienced research professional who is passionate about deeply understanding consumers and creating remarkable Customer-centric experiences.

The Sr. Lead Researcher, Menu & Packaging candidate should be a confident and agile leader who can effectively create new research roadmaps, learning plans as well as lead and consult on strategic insights design, analysis, activation.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community. 

Responsibilities

• Proactively create insights learning plan with Menu & Packaging Team, identifying key knowledge gaps and appropriate methodologies to address business questions within timing and budget expectations.
• Inform chainwide rollout decisions via the design and execution of research to understand Customer expectations and performance of menu items in the product development pipeline.
• Act as strategic advisor to Category Leads on all menu & packaging decisions affecting Customers.
• Partner with cross functional stakeholders to lead market test reviews, integrating Customer, operations, and financial insights to provide holistic launch recommendations.
• Advise on the development of a testing playbook that enables consistent inclusion of consumer insights in the product development process from the understand stage, to imagine, to prototype, to validation, to in market measurement.
• Lead comprehensive Menu Item Satisfaction Program to inform product optimization & development opportunities across all categories.
• Establish an Insights After Action review capability to accurately document Customer learning throughout the product development process.
• Leverage storytelling techniques (both verbally and in written presentations) to translate complex data into clear, compelling and cohesive insights with actionable business recommendations.
• Collaborate and build strong relationships with internal team members and vendor partners.

Minimum Qualifications

• Bachelor's Degree
• 5 years of experience in consumer insights/market research
• 2 years of experience in product testing (i.e., central location tests, in home usage)
• Stage gate product research experience
• Proven track record of leadership and influence
• Ability to thrive in a highly collaborative work environment
• Exceptional oral/written communication skills-can simply convey complex concepts & confidently present to senior leaders

Preferred Qualifications

• Master's Degree
• 7 years of experience in consumer insights/market research
• Skilled in analysis of purchase panel data (i.e., NPD Crest, Numerator)
• Design thinking experience

Minimum Years of Experience

Travel Requirements

Required Level of Education

Preferred Level of Education