Basic Function Conducts qualitative and quantitative research and analysis, from initial planning and design to data collection, analysis, and reporting – to measure and evaluate services, programs, digital marketing engagements and overall customer experience. Collaborates with stakeholders to develop, conduct and analyze research studies with emphasis on identifying market needs and providing insight on customer issues and concerns. Makes data-driven recommendations based on findings. Performs duties in a safe, efficient manner and in compliance with applicable rules and safety procedures. Responsibilities and Specific Duties Develops survey instruments and deploys comprehensive research studies in support of business priorities using a variety of methodologies (e.g., intercept interviews; online surveys; focus groups, usability/user testing) and software platforms based on project goals and objectives. Monitors various software tools and analytics programs to measure and provide insightful analysis on user engagement across multiple digital marketing platforms (websites; email and SMS communications; mobile apps) to help optimize messaging, design and/or future research activity. Compiles, structures and analyzes large data sets gathered from internal and external sources, using statistical techniques and data visualization tools to synthesize findings into clear, concise and illustrative reports and presentations for stakeholders, including senior leadership. Shares applicable research findings and actionable, data-driven insights with agency stakeholders to inform continual enhancement of the customer experience and overall business strategy. Manages and maintains CRM database to preserve and enhance integrity of customer data and segmentation for market research and digital marketing campaigns. Provides subject matter expertise to assist and train internal stakeholders on survey deployment, data visualization and statistical analysis. Cultivates relationships with external vendors, contractors and/or partners for execution of various research projects and initiatives. Capitalizes on opportunities to leverage AI and other technology advancements in support of market research efforts and consumer engagement in digital channels. Collaborates with industry peers to share ideas and best practices. Provides excellent customer service to METRO internal and external customers. Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP). Promotes safety awareness and follows safety procedures to reduce or eliminate accidents. Performs other job-related duties as assigned. Pay Range: $68,000 - $89,300 Education Requirement Bachelor’s degree in Data Science, Statistics, Marketing, Communications or a related degree is required. Years & Experience Required Minimum three (3) years of experience in research, data analytics, data science, communications and/or strategic planning. Experience conducting business analysis and presenting findings to executive audiences. Experience executing qualitative and/or quantitative research projects to advance business goals, including but not limited to development of instrument design and sampling criteria, and collection and analysis of data and/or information. Knowledge & Skills Required Deep understanding of qualitative and quantitative research methodologies, and statistical concepts. Ability to work independently and collaboratively in a fast-paced environment. Excellent verbal and written communication skills. Exemplary interpersonal skills. Strong analytical, critical thinking and project management skills. Capable of managing and prioritizing multiple projects while meeting strict deadlines. Proficiency with Microsoft 365 and Adobe Creative Cloud. Expert knowledge of market research and data visualization software (e.g., Qualtrics) and statistical analysis tools (e.g., Google Analytics). Familiarity with database marketing and content management system software. Additional Information The Metropolitan Transit Authority of Harris County, Texas has a zero-tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment. Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.
