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Head - Global Customer Research

Bengaluru, KA
Job Code:
  • Manufacturing & Production
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Job Details

The Customer Research Expert is responsible for managing customer research specialist services team to ensure that GEHC develops and commercializes products/services/ solutions that are based on independent customer and market insights.Essential ResponsibilitiesKey Managerial responsibility includes (but is not limited to) Hiring, directly supervising, compensating and developing effectively a team of customer research specialists.Key Responsibilities (specific to Customer Research) include (but are not limited to) Consulting to CMI Business Partners to help prioritize customer research programs including scoping business challenges/needs and defining the appropriate customer research program for delivery. Maintaining oversight of programs through the delivery phase and troubleshoots as appropriate. Developing standard operating procedures specifically for customer research Customer Research methodologies e.g. concept testing. How To documents for customer research (e.g. project tracker, RFP templates, scoping & questionnaire guidelines, reporting back & action documents). Tracking & reporting specialist services activities. Providing thought-leadership and deep domain knowledge to facilitate execution of customer research programs including training/capability building for stakeholders. Serving as the GEHC Customer Research Expert by benchmarking and maintaining a network with other companies and industries, Market Research Associations and the external vendor community Managing GEHCs vendor panel, to main competitive offerings & quality of service across all modalities and geographies by Developing relationships with potential new vendors which may offer competitive expertise & methods, or new geographic/content expertise. Facilitating regular capability presentation rounds & installing operating mechanisms to harvest feedback on completed projects Developing, deploying and maintaining required customer research technology tools/systems and associated processes Advising The Customer Insight Program (CIP) on techniques & suppliers to serve both Continuous Education and Targeted Market Research objectives. Intimate with all CIP activities and deliverables Providing specialist guidance & coaching. For example, to CMI Business Partner for research design & methodology selection, to Marketing Operations for training development on primary research techniques Ensuring compliance is maintained within all customer research processes in collaboration with Legal/Compliance, enabled by the creation & dissemination of compliance guidelinesQuality Specific Goals1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position2. Complete all planned Quality & Compliance training within the defined deadlines3. Identify and report any quality or compliance concerns and take immediate corrective action as requiredQualifications/Requirements1. Bachelor s Degree in Marketing, Business Administration or Statistics/Economics or related field2. 10+ years experience in customer research or related field3. Prior experience in a leadership role with direct reports4. Excellent oral and written communications skills5. Strong analytical and process skillsDesired Characteristics1. Masters or Ph.D. in Marketing, Statistics or Economics2. 10+ years experience in market research or related field3. Ability to interpret large amounts of information, e.g. from clinical studies, scientific papers, financial reports and in-depth market research studies4. Ability to influence and make recommendations at all levels of the company5. Excellent project management skills able to lead and manage complex matrix teams6. Successful experience working in team environment. 7. High energy works proactively and demonstrates flexibility in approach to changing work priorities.8. Healthcare product/industry acumen9. Team oriented ability to motivate and work well with diverse, global and cross-functional teams10. Influencing skills ability to motivate individuals and demonstrate organizational influence
Degree: MBA/ PGDM | Ph.D. (Doctorate)

Additional Degree: BA (Arts)

Experience: 10-15


Business Analyst | Market Research | Marketing Strategy
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