Insights Manager, Customer Satisfaction

At Trane Technologies TM and through our businesses including Trane ® and Thermo King ® , we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

Job Summary:

The Trane Technologies Customer Insights Team is looking to add a strategic and passionate Customer Satisfaction Manager to help build, support and communicate customer satisfaction insights across the Americas. Integral to this, will be converting results into actionable recommendations. This individual will act as a collaborative partner working cross-functionally to drive deep understanding of our customers satisfaction with various brands and across channels. The identified candidate must be well versed in traditional market research methods and best practices, ongoing tracking studies, including but not limited to customer satisfaction programs. The role is vital to building a customer-centric culture through championing the voice of customer so as to embed Customer Insights as a core competency in the organization.

Thrive at work and at home:

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives - WE DARE TO CARE !

• Family building benefits include fertility coverage and adoption/surrogacy assistance.

• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.

• Paid time off, including in support of volunteer and parental leave needs.

• Educational and training opportunities through company programs along with tuition assistance and student debt support .

• Learn more about our benefits here (~~~) !

Responsibilities:

• Lead cross-functional teams in the creation and delivery of customer satisfaction results.

• Demonstrate thought leadership to influence customer-centric decision-making and ensure customer satisfaction are core to key strategies across the organization.

• Effectively partner with other customer insights team members to identify efficiencies, leverage collected insights, share best practices, and continually improve processes and procedures.

• Effectively manage vendor relationships to yield optimal deliverables and project execution, prioritize business value-add activities accordingly.

• Adhere to team processes and procedures, participate in fostering an environment which utilizes standard work practices.

• Effectively interpret business challenges from key stakeholders and identify insights from CSAT programs that address the situations and in a succinct manner.

• Effectively manage projects to meet budget and timelines

• Construct insights and research dashboards, reports and presentations that convey customer empathy and are actionable

Qualifications:

• BS degree with 6-8 years related business experience.

• 5+ years insights project management experience, preferably in a corporate setting.

• Relationship management experience.

• Results oriented to drive team efficiency and effectiveness.

• Strong analytical skills and working with variety of software data programs, including Qualtrics and SPSS.

• Curious learner, willing to challenge status quo.

• Experience in report writing and presenting.

• Continuous improvement (Lean/six sigma training) is a plus.

Key Competencies:

• Demonstrated experience in development and deployment of ongoing insights programs, including but not limited to Customer Satisfaction & Customer Experience studies.

• Proficient at identifying the best way to address business questions/challenges with satisfaction related insights.

• Strategic thinking/planning with ability to translate customer insights into succinct, action-oriented stories and visually compelling reports.

• Strong analytical, interpretation and reporting skills.

• Ability to connect dots across not only satisfaction results, but in combination with other insights and operational data.

• Adept with real-time reporting of data via dashboards/portals.

• Proven leadership and influencing skills.

• Strong communication and presentation skills, ability to interact with all levels of the organization.

• Possess strong track record of building/maintaining business relationships with partners at all levels, including peers, subordinates and senior leaders.

• Strong project management including supplier/vendor management.

• Strong organization and attention to detail.

• Self-motivated, proactive, and collaborative team contributor.

Base Compensation Range is $100,000 - $130,000. Total compensation for this role also will include an incentive plan. Disclaimer: This base salary range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.