Product Insights & Consumer Experience Manager
HybridWest Chester, Pennsylvania, United States
Job Summary
Analyze consumer reviews, warranty claims, and retailer feedback to identify recurring product issues and unmet needs. Partner with Product Management, Engineering, and Industrial Design to validate consumer journeys, conduct in-home testing, and influence prototype iterations before tooling begins. Establish processes for tracking star ratings across key channels and create executive dashboards highlighting top complaints and sentiment trends. Serve as the consumer advocate during Stage-Gate reviews, challenging assumptions with data to prioritize product requirements and eliminate root causes of low ratings. Work in West Chester, PA or Boston, MA, with a hybrid schedule.
Required Qualifications
- Own the analysis of consumer reviews, retailer feedback, warranty claims, returns, customer service contacts, and competitive products to identify recurring product issues
- Utilize tools to translate thousands of consumer comments into prioritized opportunities for product improvement
- Develop Voice of the Customer reports highlighting the biggest drivers of positive and negative reviews
- Identify unmet consumer needs that create opportunities for differentiated product innovation
- Build predictive insights around what consumers will value before products reach market
- Partner with Product Management, Engineering, and Industrial Design
- Influence prototype iterations by validating the consumer journey for ergonomics, usability, features, controls, noise levels, assembly, aesthetics, packaging, and overall customer experience
- Conduct concept testing, in-home usage testing, prototype evaluations, and consumer feedback sessions before tooling begins
- Identify potential causes of low customer ratings before products enter production
- Recommend product enhancements that improve ease of use, perceived quality, and consumer satisfaction while balancing cost and manufacturability
- Establish a company-wide process for analyzing retailer reviews across Amazon, Walmart, Costco, Home Depot, Lowe's, and other key channels
- Identify recurring issues responsible for 1-, 2-, and 3-star reviews and partner with cross-functional teams to eliminate root causes
- Create executive dashboards highlighting top product complaints, positive review drivers, competitive benchmarking, star rating trends, warranty and return drivers
- Measure the effectiveness of product improvements by tracking changes in star ratings, review sentiment, and customer satisfaction
- Serve as the consumer advocate during Stage-Gate and product development reviews
- Challenge assumptions using consumer data to improve product decisions
- Provide prioritized recommendations before engineering designs are finalized
- Influence product requirements based on measurable consumer insights instead of anecdotal feedback
- Present recommendations to executive leadership with clear business impact
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