Manager Customer Experience

Profile

THE POSITION
At LendingTree our #1 core principle is to build truly outstanding products that help simplify financial decisions for life’s meaningful moments through choice, education, and support. We strive to find breakthrough ways to surprise and delight our customers with insight and clarity.
We are on a mission to improve lives of American borrowers by making finance easier and saving people money. Personal Finance is one of the top causes of stress for Americans. At LendingTree, we strive to empower people to make financial decisions that save money and lead to long term financial health.
This person will play a critical role on a small team of dedicated insights and research leaders to know our customer needs every day and help lead changes to our experiences by managing cross functional projects.
This person will spend 50% of their time supporting research initiatives and 50% of their time managing cross functional stakeholders to execute the projects that come from research insights.
RESPONSIBILITIES
Define and understand customer needs that lead to saving people money and simplifying financial decisions.
Support Marketing, Product, Strategy, and other business teams by doing targeted research that illuminates ways to optimize and pursue specific opportunities.
Deliver insights that drive improvements to conversion rates, close rates, NPS, customer satisfaction, and lifetime engagement rates.
Communicate customer insights and opportunities to cross functional stakeholders to help achieve key business goals.
Coordinate with marketing channel owners and product managers to manage the execution of insights driven experience test ideas.
Create and manage project management pipeline of test ideas and projects.
Hold both research and execution teams accountable for launching tests on time.
Increase the velocity of insights-based tests that Marketing and Product launch.
QUALIFICATIONS
Strong ability to develop relationships with cross functional stakeholder teams to understand business goals and deliver valuable insights that help drive the business. We research customer needs so that we can drive marketing, product, and strategy decisions. Ability to influence and persuade execution partners is necessary for success in this role.
Understanding of fundamental marketing and product capabilities so that insights are made that can drive marketing and product enhancements.
Demonstrated self-starter with entrepreneurial skills to uncover and define actionable opportunities to better serve our customers.
Demonstrated drive to get stuff done. We research to help customers which means we need to be building and testing continuously.
Demonstrated experience delivering customer insights that drive key performance metrics.
Demonstrated examples of uncovering customer insights that improved people’s lives.
2 years of experience working on a customer research team.
2 years of experience partnering with cross functional teams to activate the opportunities uncovered by customers insights.
Strong project management skills.
Ideally experience in the FinTech space.
Knowledge of Agile customer discovery philosophies
Most importantly, a burning passion to help us achieve our purpose of improving people’s lives through finance.
COMPANY
LendingTree is the nation’s largest online lending marketplace. That means we connect customers with multiple lenders so they find the best deals on loans, credit cards, savings accounts and insurance. Our goal is to help people save money, and we believe the best way to do that is by giving them a way to shop for loans and compare lenders so they make their best financial choices.
Our CEO Doug Lebda founded the company in 1996 after a frustrating house-hunting experience. In those days, we mostly helped people find good mortgage deals. Now, we help consumers find their best in personal loans, auto loans, business loans, student loans, credit cards, savings accounts, home equity loans and more.
What else you should know:
We’re a publicly-traded company (TREE).
We’ve welcomed several other companies into the LendingTree family to augment our efforts at helping borrowers make their most sensible financial choices.
We’ve built the LendingTree app and My LendingTree dashboard to give consumers tools to manage and monitor their financial health.
We still make funny commercials
CULTURE
We’re a fast-paced company with an entrepreneurial bend. We work hard and test our products often. We’re collaborative, ambitious, candid and high-energy. Our teammates are some of the brightest, most talented people you’ll ever work with. We care more about your smarts than we do about the kinds of clothes you wear (but please,
do
wear clothes to work!), and we’re pretty good about rewarding innovation, creativity and the knack for just getting stuff done (we even have an award for employees called the GSD, “Get Stuff Done”).
Come work with us!
LendingTree is the kind of company that not only promotes diversity and inclusion; we thrive because of these values. We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.

Company info

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