Customer Research & Insights - Brand & Investor Insights Manager

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Date: Jun 19, 2019

Location: Los Angeles, CA, US, 90071

Company: Capital Group

Req ID: 29497 
Location: LAO
Other Location(s): N/A  
Experience Level: Professional 
Relocation Offered:Yes 
Travel Required: None 


Come grow with us

At Capital Group, how we work is defined by shared values that include absolute integrity, respect and collaboration. But it’s more than that. It’s smart and highly driven people united in purpose to serve our investors and one another.

Bring your energy and unique perspective to Capital and you’ll have the opportunity to grow with us professionally, personally, and financially. You’ll be part of a team that genuinely cares about helping you succeed. You’ll work alongside talented colleagues, many of whom build long careers while progressing through multiple roles, establishing lifelong friendships and making a difference in our communities. In return for your contributions, you’ll receive premier compensation and benefits, and a company-funded retirement plan that ranks among the most generous.


Role Description
This new position will work closely with Brand Management to help build the Capital Group | American Funds brand with financial intermediaries and investors, and with the Head of Customer Research & Insights to create and deliver thought leadership content in partnership with Capital Group marketing and sales. This position will interact with a variety of teams across North America, European & Asia Distribution to bring crystal clear client insights and implications to life at Capital Group.  
The successful candidate will have passion for research-based human insights, will know how to design and execute effective research, and will understand how to apply insights to branding and communications. In addition, she/he will have great collaboration and communication skills that she/he uses to effectively influence a wide variety of partners at levels of the company. 


As a leader responsible for supporting two strategic priorities – (1) research insights for brand management and (2) developing thought leadership content – you will report to the head of Customer Research & Insights.

Team Overview 
Customer Research & Insights is a growing team that conducts and applies market research at Capital Group.  Broadly speaking, the Client Insights team is responsible for three things:


1)    Inspiring new customer-centric ideas for marketing, sales, and products.  This requires identifying and communicating clear and relevant insights that have pragmatic business implications, and partnering to bring them to market.    

2)    Applying research-based insights to make our existing programs, products and services better.  This includes testing the receptivity of intermediaries and investors to new marketing and sales ideas, measuring the impact of changes in product offerings, and co-developing new digital platforms.

3)    Creating and amplifying thought leader content. Our knowledge about intermediaries and investors is featured as content for clients in podcasts, webinars, and industry conferences, and on our digital properties.
The eleven person Customer Research & Insights team is composed of experienced associates with a range of different backgrounds and skillsets.  The common denominators are intense curiosity (a desire to understand why), well developed problem solving skills (often by using primary and secondary research), and a practical approach to turning insights into business actions.


•    Partner with the head of Customer Research & Insights to develop research-based thought leadership content.  This content will be primarily targeted towards financial advisors and intermediaries, and will be sourced from proprietary qualitative and quantitative research amongst investors. 
•    Execute the research plan for thought leadership content.  This includes designing high quality, insightful research studies as well as integrating multiple data sources in order to reach conclusions. 
•    Partner with marketing and sales to extract engaging insights, and package those insights into relevant and engaging thought leadership content. Importantly, you will need to ensure that this content is pulled through into practical applications for financial intermediaries as well as the investors that they serve.  
•    Design and deliver brand insights research and brand communications testing. Inspire brand partners with new insights about our clients, partner with key business leaders to build resonant insights for financial intermediaries and investors, and optimize our communication with them.  
•    Lead brand equity tracking program for financial intermediaries and investors.  Integrate key metrics into the brand “scorecard” as success metrics, and work with digital marketing to ensure the team is utilizing measurement to continuously improve marketing communications. 

•    A minimum of 7+ years of experience in client insights (consumer research/market research) including direct experience in fielding and interpreting research.
•    A proven track record of recognizing and communicating business building insights. 
•    Experience working with marketing including branding, communications, and brand health measurement. 
•    Direct experience in marketing is a plus, and passion for a research-based career is a must. 
•    Strong collaboration skills with the ability to navigate and influence cross functional teams. 
•    Experience working in a fast-paced environment that is characterized by communication, iteration and speed.
•    Experience in digital best practices, testing and optimization.
•    Experience in both client and supplier side research is a plus, but is not required.
•    Bachelor’s degree required.



Company Overview:
Founded in 1931, Capital Group is one of the world’s largest and most trusted investment management companies and home to the American Funds. We manage more than US$1.7 trillion in assets, and our 7,500 associates make our clients their first priority every day. When we do our job right, millions of investors around the world fulfill their dreams and financial goals, from home ownership and higher education, to a comfortable retirement. Our long-term investment results and outstanding service set us apart from our competitors, while our workplace sets us apart from other employers. 


We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law. 

Nearest Major Market: Los Angeles

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