Job Description

Description

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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

Mr. Cooper (NASDAQ: COOP) is looking for a strong leader in the area of consumer research and insights gathering to help us better understand our customers in-depth and communicate that understanding to team members and partners. The VP, Customer Insights will lead our market research efforts, and also define and refine experiences based on their vision and customer understanding. These efforts will likely span deep research (discrete choice quantitative/ ethnographic type qual/data analysis), design thinking and innovation (think IDEO) and part creative planning (uncovering insights to lead to more effective marketing briefs).

This position is intended to enhance the decision science capability of the organization and the individual will need to have demonstrated a strong ability to represent the customer’s point of view to stakeholders including our executive leadership.

This position will report to our SVP of Brand and will oversee an in-house data analyst to help uncover customer behaviors and motivations, trends and truths about the brand and our role in consumers’ lives. The ideal candidate will have keen expertise in engaging and working with executive leaders, collaborating with and motivating cross functional teams, and translating needs and goals between analytics, marketing, product and customer relations teams.

ESSENTIAL JOB FUNCTIONS:

• Conduct and oversee current and future research and insight development on customers and growth audiences via traditional and innovative qualitative and quantitative methods. 
• Develop and uncover category, business, brand, and product insights leveraging own efforts, consumer primary and secondary research and internal customer data analysis. 
• Collaborate with business and product development leaders to drive innovations and ongoing improvements that benefit end users and customers. Proactively suggest beneficial areas of research, develops and executes the appropriate market research methodologies, manages fieldwork, research vendors, completes analysis and presents results and recommendations
• Develop a deep understanding of the customer journey and the brand's role in our customers’ lives.  Quantify the drivers of quality customer experiences and link them to the organization’s overall metrics.
• Report out, guide and advise all business leaders on how to areas for improvement and how to better serve customers along the journey.
• Advise on and engage with media and creative teams to help create and ensure strong connections among messaging, inspirational and lead-driving communications tactics, and brand, intent, and social media channels/tactics.
• Identify and establish KPI’s related to brand equity, awareness, consideration, intent, perceptions and their contribution to business goals. 
• Oversee and guide in-house data analyst to uncover customer behaviors, trends and truths.
• Other duties as assigned.

EDUCATION / EXPERIENCE REQUIREMENTS:

• Minimum bachelor’s degree, MBA or MS in statistics, marketing research, social sciences or related field a plus
• Ideally, has had experience in leading a consumer insights/account planning function at ad agency or consulting firm, or major consumer brand
• Prefer analytical skills in using SAS, SPSS, SQL or similar tools. Familiarity with JD Power’s mTab tool a plus.
• Knowledge of statistical survey analysis and sampling
• Demonstrates knowledge in a wide variety of research methodologies and the ability to mine customer insights and present potential approaches to solving business problems.
• 10+ years of relevant market research experience across qualitative and quantitative methodologies

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

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