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At Jackson Hewitt, we are working hard for the hardest working and we are on a mission to completely change the way our customers engage with their personal finances. Jackson Hewitt combines the fun, fast-paced culture of a startup with the scale and reputation of one of the nation's largest retailers (over 6,000 locations). We have a passion for our employees and our customers. We recognize and appreciate that our team members are our single greatest competitive advantage. Being an industry leader requires a consistent focus on quality, innovation, performance and results.

Senior Director, Client Experience Research
10 Exchange Place 27 Floor, Jersey City, New Jersey, United States of America Req #10896
Monday, July 29, 2019
At Jackson Hewitt, we are working hard for the hardest working and we are on a mission to completely change the way our customers engage with their personal finances. Jackson Hewitt combines the fun, fast-paced culture of a startup with the scale and reputation of one of the nation's largest retailers (over 6,000 locations).
We have a passion for our employees and our customers. We recognize and appreciate that our team members are our single greatest competitive advantage. Being an industry leader requires a consistent focus on quality, innovation, performance and results.
We're on a journey to reinvent the client experience at Jackson Hewitt and are looking for a Senior Director to lead Client Experience Research. In this role, you'll track and analyze meaningful customer metrics and make impactful recommendations to the executive team.
You will determine the research strategy and design and implement all aspects of the research plan to optimize journeys, including those for in-market tests, and measure, report on and continuously improve key moments. You'll develop and execute long- and short-term strategies for optimizing retail, digital, product, promotion, client care and decision journey experiences across a range of products and services.
This is a highly visible role that requires strong collaboration with stakeholders across the organization and the executive team, and is instrumental to overall business success.
If you are passionate about the customer experience, have strategic acumen, in-depth analytical expertise, and effective program management skills to drive client experience evolution we'd love for you to join us in making a tangible impact for Jackson Hewitt customers.
Here's what you'll do if you join the team:
* Design and implement short and long-term strategies for expanding our current client experience research strategy beyond client care and the retail store experience to encompass key points in the decision journey, other aspects of the experience and in-market test CX performance
* Lead the design & implementation of new research methods to inform and optimize digital journeys and website user experiences
* Provide insights to new product / promo development teams helping to ensure that go-to-market plans are developed with the best client experience in mind
* Direct the client experience tracking partner, implement all aspects of the CX real time listening program and manage the CX research budget
* Leverage Jackson Hewitt's client satisfaction tracking tool / platform and social media listening tools to elevate the organization's ability to deliver a seamless and exceptional client experience.Use the platform to develop actionable client experience recommendations that will impact client acquisition and retention strategies and to stay ahead of the curve of client sentiment and satisfaction trends.
* Partner with Marketing, Operations, Learning, Business Intelligence, Product Managers, and Technology to implement all aspects of the client experience tracking program in order to ensure seamless data integration, training and roll out.
* Direct the development of job aids, training videos, live webinars, push reports, training workshop materials, reporting portal and similar to make it easy for the field to optimize the platform to affect positive change.
* Leverage strong analytical skills to analyze quantitative and qualitative client research data and strong storytelling and influencing skills to inspire and collect client insights across multiple journeys, translating these insights and opportunities to deliver an elevated experience to both prospects and clients
* Lead weekly meetings with the Executive Team.Pull together top level trends. Identify opportunities and partner with internal stakeholders to drive the necessary actions to achieve desired targets.
* Oversee the implementation of the Client Experience Weekly Sweepstakes
* Design and implement self-serve client surveys to help solve business problems during the height of the tax season
* Collaborate with client satisfaction platform partner to deliver meaningful and actionable year end summary of performance and opportunities.
Successful candidates will bring:
* A deep understanding of how customer research and metrics can help elevate the overall client experience and ultimately lead to greater customer lifetime value and retention
* Bachelor's degree + 8-10 years of experience across a variety of qualitative and quantitative research methodologies
* Understanding of business & field operations
* Proven ability to drive innovation and integrate customer insights into strategies and influence Brand Marketing, CRM, Digital Marketing and Loyalty
* Experience in utilizing insights to deliver a transformational customer experience across every touch point
* Track record of driving innovation and delivering results
* Strong program management skills. Proven track record of leading multiple projects and balancing competing priorities.
* Strong analytical acumen, some operations experience and in-depth knowledge of current client experience trends, testing and tracking methodologies
* Deep intellectual curiosity and strong drive to challenge the status quo.
* Strong ability to analyze findings, synthesize results and communicate insights in an easily digestible way
* Experience managing external research partners
* Excellent written and oral presentation skills
Competencies of a top performer:
* Self-motivated
* Thrives in fast-moving environments (i.e., multi-tasks, stays organized, deadline driven)
* Drives results, overcomes obstacles, and moves initiatives forward
* Strong quantitative, problem-solving, and analytical mindset
* Excellent partnership skills and ability to find common ground and path to consensus
* Strong communication skills (verbal and written) across a diverse stakeholders, including senior executives and external partners
* Team player with high integrity and reliability
At Jackson Hewitt, we work hard to deliver our customers the highest quality products and services. You'll join a fast-paced, innovative culture with an open and collaborative environment.
As a member of our growing team, you will be provided ample opportunity to develop core and new skillsets and have a stake in your own success, with freedom to create your best work. We recognize the visible impact our team members make and are committed to helping them grow personally and professionally.
Our lean organizational structure allows unparalleled opportunities to work on critical strategic issues, drive meaningful change, and create an impact from the start. Fast moving industry dynamics ensure the ability to develop multiple skillsets on varied projects. Successful candidates will see strong opportunities for advancement within the organization and highly competitive compensation + benefit package that reflects Jackson Hewitt's commitment to growing talent.
We appreciate your interest in Jackson Hewitt Tax Service. Jackson Hewitt Tax Service is an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age (40 and over), disability, gender identity, sexual orientation or any other basis protected by applicable federal, state, or local laws. Jackson Hewitt Tax Service also prohibits harassment of applicants or employees based on any of these protected categories. It is also Jackson Hewitt Tax Service's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.
Other details
* Pay Type Salary

* Bachelor's degree + 8-10 years of experience across a variety of qualitative and quantitative research methodologies * Understanding of business & field operations * Proven ability to drive innovation and integrate customer insights into strategies and influence Brand Marketing, CRM, Digital Marketing and Loyalty * Experience in utilizing insights to deliver a transformational customer experience across every touch point * Track record of driving innovation and delivering results * Strong program management skills. Proven track record of leading multiple projects and balancing competing priorities. * Strong analytical acumen, some operations experience and in-depth knowledge of current client experience trends, testing and tracking methodologies * Deep intellectual curiosity and strong drive to challenge the status quo. * Strong ability to analyze findings, synthesize results and communicate insights in an easily digestible way * Experience managing external research partners * Excellent written and oral presentation skills Competencies of a top performer: * Self-motivated * Thrives in fast-moving environments (i.e., multi-tasks, stays organized, deadline driven) * Drives results, overcomes obstacles, and moves initiatives forward * Strong quantitative, problem-solving, and analytical mindset * Excellent partnership skills and ability to find common ground and path to consensus * Strong communication skills (verbal and written) across a diverse stakeholders, including senior executives and external partners * Team player with high integrity and reliability At Jackson Hewitt, we work hard to deliver our customers the highest quality products and services. You'll join a fast-paced, innovative culture with an open and collaborative environment. As a member of our growing team, you will be provided ample opportunity to develop core and new skillsets and have a stake in your own success, with freedom to create your best work. We recognize the visible impact our team members make and are committed to helping them grow personally and professionally. Our lean organizational structure allows unparalleled opportunities to work on critical strategic issues, drive meaningful change, and create an impact from the start. Fast moving industry dynamics ensure the ability to develop multiple skillsets on varied projects. Successful candidates will see strong opportunities for advancement within the organization and highly competitive compensation + benefit package that reflects Jackson Hewitt's commitment to growing talent.


Associated topics: business, capital, commercial, commission, credit, economy asset, financial, financial analyst, gs 0110 12, real estate

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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