Customer Experience Research Lead, Customer Experience Research

Key Skills

Design, Effective communication skills, Machine learning techniques, Natural Language Processing (NLP), Python Programming

Job Description

Minimum qualifications:

• Bachelor's degree in a research or quantitative field (e.g., Social Sciences, Statistics, Mathematics, Bioinformatics, Economics, etc.) or equivalent practical experience.
• 3 years of experience designing, scoping, executing, and delivering research and analysis projects.
• 3 years of experience translating business problems into research questions and translating research findings and insights into marketing recommendations.
• Experience managing research and measurement agencies.

Preferred qualifications:

• Experience in quantitative research and statistical methods including sampling, weighting, statistical testing on discrete and continuous data, and experimental design.
• Experience in qualitative research and text analysis methods including Natural Language Processing (NLP), and machine learning.
• Knowledge in the digital advertising space and with Google Ads products.
• Knowledge of Python.
• Ability to influence executive decision making.
• Excellent communication skills (e.g., messaging, storytelling).

About the job

Google's leadership team hand-picks thorny business challenges, and members of BizOps work in small teams to find solutions. As part of this team you fully immerse yourself in data collection, draw insight from analysis, and then zoom out to develop compelling, synthesized recommendations. Taking strategy one step further, you also persuasively communicate your recommendations to senior-level executives, roll-up your sleeves to help drive implementation and check back-in to see the impact of your recommendations.

As part of the Customer Experience team, you will be defining and leading global research among Google’s advertising ecosystem partnering with executives and cross-functional senior leaders across Google’s Support, Product, Engineering, Brand and Sales organizations to bring insights to the business. You will develop an understanding of business objectives, risks, challenges, and opportunities to ensure that research efforts are supportive of business decision making.

The mission of the Customer Experience (CX) lab within Customer and Business Intelligence is to understand and improve the Customer Experience by uncovering data driven actionable insights for Google’s Advertising products. We are a team of Researchers, Strategists and Operations Managers conducting advertiser research and data analytics. We measure customers’ sentiment across the Ads Ecosystem and work cross-functionally with Product, Marketing, Sales and Support organizations to drive actionability.

The Go-to-Market Operations (GtM) team ensures Google's complex and ever-evolving Ads business runs smoothly. We are instrumental in setting go-to-market strategy, and ensuring flawless execution and operations against the strategy. We have teams embedded in each of the major Ads business areas as well as global teams that work across the business areas. Team members are analytical and strategic, with a pragmatic sense of how to get things done.

The US base salary range for this full-time position is $108,000-$158,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Build partnership with senior leaders across Google’s Support, Product, Engineering, Brand and Sales organizations.
• Lead quantitative customer surveys or qualitative research projects, including study design, development, execution, analysis, insights development, and insights sharing.
• Ensure that survey research studies measure and report on metrics and insights yielded using scientific standards and best practices for instrument design, assessment, quality control, and analysis.
• Message insights through written reports, self-service dashboards, and compelling stakeholder presentations.
• Contribute to the continuous improvement of existing survey research offerings, methods, processes, and to the development of new offerings.