Survey Operations Manager, CX Index

Job Locations US-MA-Cambridge | US-CA-San Francisco | US-TX-Austin | US-TN-Nashville | US-NY-New York | US-CT-Norwalk | US-IL-Chicago | US-WA-Seattle | US-NC-Raleigh | US-GA-Atlanta

Job Description

Our job is to be bold at work.

It starts with an insatiable curiosity about clients, colleagues, and the future. At Forrester, we believe curiosity powers progress. Forresterites bring a diversity of opinions and the courage of their convictions to collaborate on the ideas and initiatives that change the course of business. As a trusted advisor to the most influential companies in the world, we live at the nexus of what’s next.


About This Role:

The Survey Operations Manager is a critical member of Forrester’s research analytics team. This individual works closely with internal stakeholders across research and operations to design, manage, and process surveys and the resulting data. This role primarily focuses on Forrester's Customer Experience Index (CX Index™) product and handles projects that support other Forrester products. Other responsibilities include designing high-quality questionnaires with input from multiple stakeholders, overseeing field management, and managing the data cleaning process to prepare for client release.


We are looking for someone who is experienced and comfortable working with internal and external clients, has high standards for research and data quality, can manage multiple projects under time-critical business deadlines, and has excellent communication skills. The ideal candidate has three to five years of experience in designing and managing surveys and cleaning data sets.


Job Description:

  • Lead discussion and build consensus with internal and external clients to strategically guide survey content development.
  • Design survey questionnaires with high-quality data and insights in mind.
  • Manage the fielding process with vendors (including testing, translations, quotas/weighting schemes, and field monitoring) to implement surveys.
  • Oversee the cleaning and quality assurance of data sets using R, SPSS, and other tools.
  • Prepare data set to work effectively in Forrester’s proprietary data platform.
  • Work with delivery team to assist in data analysis and client deliverables.


Job Requirements:

  • A bachelor’s degree; a master’s degree is a plus.
  • Demonstrated quantitative survey research management and data processing skills gained from three to five years of work experience in market research, preferably on the supplier side.
  • Expertise in survey design and data handling processes like quota management, weighting, data quality assurance, vendor management, and data cleaning.
  • Experience with R, SPSS, or other data analysis software.
  • Experience with syndicated and custom market research project management.
  • A sharp attention to detail, strong organizational skills, and high personal standards for quality and accuracy.
  • The ability to manage large scale, complex surveys with strict quota requirements and tight deadlines.
  • An outgoing personality, as this role requires significant interaction with internal and external clients, and the ability to act as an authority in market research and data analysis.
  • The ability to work collaboratively as part of a global research team and independently, without needing close day-to-day supervision.
  • Experience in conducting research outside of North America, as well as managing global studies.
  • Superior oral and written communication skills.


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FLSA Status:


Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.




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