Customer Experience & Market Research Manager

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We partner with some of the world’s leading organizations across Financial Services, Specialty Retail, Telecommunications, Hospitality, and Software, helping them gain a deeper understanding of their customers, translate research into actionable insights, and improve business processes and customer experiences.

About the Role

One of our telecommunications clients is seeking an analytical, detail-oriented CX & Market Research Manager to join their team. In this role, you will support the analysis and measurement of customer experience, with a particular focus on NPS and other CX metrics. You will work across multiple data sources to identify trends, uncover key drivers, and translate findings into clear, actionable insights for stakeholders.

This position is ideal for a fiercely independent, strong analytical thinker who operates with a true 50/50 balance of qualitative and quantitative expertise. The successful candidate will be able to move beyond reporting numbers to develop clear narratives around customer experience trends, support dashboards and reporting, and work collaboratively with stakeholders to answer complex business questions. This position is based in Philadelphia 4 days a week.

Responsibilities

• End-to-End Research Management: Take complete, independent ownership of managing and executing a truly 50/50 mix of quantitative and qualitative research projects from start to finish.

• CX & NPS Analysis: Analyze NPS and other customer experience data to identify trends, drivers, and opportunities for improvement.

• Data Synthesis: Pull together data and signals from multiple sources to develop a clear understanding of customer experience performance and trends.

• Reporting & Dashboards: Create, maintain, and manage CX dashboards and recurring reporting, ensuring data is accurate, relevant, and easy to interpret.

• Insight Development: Apply deep critical thinking to translate analytical findings into clear narratives and actionable insights that explain the "why" behind customer experience trends.

• Stakeholder Support: Act as a strategic partner to CX, Research, Analytics, and business stakeholders. You will challenge assumptions, define objectives, and provide data-driven answers and recommendations rather than simply executing requests or doing what you are told.

• Research & Measurement: Support ongoing CX measurement initiatives and pilots as the client evolves its approach to understanding customer journeys and experiences.

• Cross-Functional Collaboration: Work across teams and data sources to connect information, identify patterns, and support broader CX strategy and decision-making.

• Experience: 4–8 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.

• True 50/50 Qual/Quant Expertise: Proven, equally strong capabilities (a true 50/50 balance) in both qualitative and quantitative research methods to analyze data and generate actionable insights.

• Strong Analytical Skills: Demonstrated ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions from data.

• CX / NPS Experience: Experience working with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.

• Reporting & Visualization: Strong experience with Excel and/or data visualization and dashboarding tools such as Tableau, Power BI, or similar platforms.

• Data Storytelling: Ability to turn data into a compelling, easy-to-understand narrative and communicate the key implications to stakeholders.

• Communication: Strong written and verbal communication skills, with confidence presenting findings and insights to cross-functional teams.

• Critical Thinking & Autonomy: A fiercely independent, proactive critical thinker who questions the status quo and brings their own strategic perspective, rather than simply waiting for instructions or doing what they are told.

• Problem Solving: Ability to work with multiple data sources, investigate unexpected findings, and independently identify the information needed to answer business questions.

• Organization & Adaptability: Strong organizational skills with the ability to manage multiple priorities and adapt in a fast-paced, evolving environment.

• Location: Must be able to commute to Philadelphia, PA 4 days per week.