Location
São Paulo, SP | Brazil
Job description
WHAT MAKES US A GREAT PLACE TO WORK
NPS Prism is a market-leading, cloud-based CX benchmarking and operational improvement platform owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS, and on every step of the customer journey.
With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition.
Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion, and collaboration are key to building extraordinary teams. We hire people with exceptional talents, abilities, and potential, then create an environment where you can become the best version of yourself and thrive professionally and personally.
WHERE YOU’LL FIT WITHIN THE TEAM
The Senior Product Manager will work closely with an NPS Prism Product Director, the NPS Prism Commercial team, and Prism’s clients to refine and manage a commercially successful product that spans core sectors across all regions.
WHAT YOU’LL DO
Work with anchor clients, the global NPS Prism Product team, NPS Prism Management, and Bain experts in target industries to scope, build, and launch new products
- Lead design sessions with anchor clients on data needs and sample specifications
- Excel in explaining NPS Prism methodology to a non-technical audience
- Lead design of products that meet research objectives and maintain quality standards
- Lead team in reaching major product development milestones and deadlines, delivering a functional product in the agreed-upon timeline
- Manage survey vendor relationships during build of new products (and beyond)
Develop and maintain a compelling Prism product roadmap, including:
- Lead efforts to continuously enhance the NPS Prism product strategy and collaborate with the General Manager to set the product vision and long-term / near-term priorities
- Create and maintain a multi-year roadmap on how the product will evolve, constantly fine-tune/adapt that roadmap based on new learnings / commercial opportunities
- Work with target industries / geographies to develop the product approach in new markets for NPS Prism
- Collaborate with other Bain customer experience-related benchmarking efforts and drive consistency in approach and delivery model
Manage the day to day product operation for existing instruments
- Develop a rapport with clients and create promoters for NPS Prism and Bain at all levels of the client organization
- Learn about clients’ priorities and needs and provide input to the multi-year roadmap for NPS Prism based on client feedback and emerging use cases
- Work with Commercial team members to frame and deliver insights with a compelling story of key actions the client can leverage
- Manage and coach team members to work with panel vendors
- Make trade-offs during field to manage quotas and use budget in an efficient manner
- Manage and coach team members to continuously test results to ensure a zero-defect product
- Ensure data integrity and work with team members to troubleshoot any potential issues that require detailed investigation
- Work with product team members in other industries and geographies to maintain consistency and standardize and improve processes where possible
- Support the development and ongoing refinement of the delivery model, including managing necessary partnerships , database maintenance, and support teams
Support the NPS Prism Commercial team, Prism’s General Manager, and Bain partners in commercialization efforts, including:
- Lead and facilitate demos to prospective clients, serving as the product expert in meetings with prospective clients
- Work with commercial team to help determine appropriate pricing of new products, taking into account projected sample costs and team capacity
Inspire, coach and manage other product team members and members of the NPS Prism India Operations team
- Develop full team workplan for end-to-end product development, coordinating agendas and timing for internal and external design sessions
- Consistently evaluates capacity and reprioritizes team member activities in order to meet key product deadlines; manages scope to limit yield loss
- Lead approach on delivery of bespoke analytics based on NPS Prism data
- Manage the development of trainings to onboard new team members
ABOUT YOU
Required
- Bachelor’s degree
- 7+ years of in-depth experience with customer insights /primary market research and analytics at a consulting firm, market research agency or data provider
- At least 2 years of managing project teams
- Exceptional analytic and technical skills, including knowledge of market research tools, data science and business intelligence tools
- Experience explaining and performing a variety of statistical and data mining techniques
- Experience translating data into business insights using appropriate data engineering, analytics, and visualization applications
- Experience developing audience-right high-quality presentations
- Track record of building strong customer relationships
- Exceptional interpersonal and communication skills
- Proven self-starter (comfortable with what could be a remote team) with demonstrated problem solving and organizational skills
- Experience leading a high-performing team
Preferred
- Current or recent Bain consulting experience at the Manager level
- Concentration in business or data science/analytics strongly preferred.
- Master’s degree in business administration preferred.
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