Title Marketing Research
Location Remote EST or CST
Pay: $68-74.42 per hour DOE
Duration: 12 month contract 

Job Description:

The Planet Group  is seeking an experienced Market Research Contractor to lead the assessment and execution of its Broker and Client Net Promoter Score (NPS) and satisfaction programs. This senior-level, hands-on role is responsible for evaluating existing research processes, recommending a sustainable operating model, and overseeing program delivery.

The ideal candidate has extensive experience developing and managing B2B relationship measurement and customer loyalty programs, particularly within complex, matrixed organizations. This individual will work closely with business and program leaders to align research methodologies, improve reporting, and deliver actionable insights that support business decisions.

Program Assessment & Strategy

• Evaluate existing Broker and Client NPS programs, including survey design, sampling methodology, vendor capabilities, platform usage, and reporting processes.

• Identify gaps, recommend improvements, and develop a sustainable approach to program execution.

• Assess in-house versus outsourced research models and provide recommendations based on cost, capabilities, and business needs.

• Evaluate external research vendors and resources, including service offerings, pricing, and overall fit.

• Assess opportunities to leverage the organization's existing Qualtrics platform while partnering with internal program and platform owners on governance and execution decisions.

• Present recommendations to senior leadership and refine the operating model as business needs evolve.

Program Leadership & Execution

• Lead end-to-end delivery of Broker and Client NPS programs within the agreed scope.

• Serve as a senior research advisor to business stakeholders across Distribution, Underwriting, Surety, and Client teams.

• Oversee external research vendors responsible for survey programming, distribution, translations, dashboards, and data quality.

• Review and quality-check survey logic, dashboards, and research outputs to ensure accuracy and consistency.

• Develop contact list strategies and coordinate validation with business stakeholders.

• Oversee data cleaning, coding, analysis, and key driver assessments to ensure reliable and defensible findings.

• Translate research results into executive-level presentations, dashboards, and actionable business recommendations.

• Present findings to leadership, division heads, client stakeholders, and internal business teams.

• Partner with regional and cross-business program owners to establish consistent research methodologies and reporting standards.

• Support enterprise leadership scorecards by delivering accurate and timely client experience insights.

• Identify and lead additional market research initiatives that support marketing and broader business objectives.

• 7-10+ years of market research experience, with a proven track record managing NPS, customer satisfaction, or relationship measurement programs from strategy through execution.

• Strong B2B research experience; financial services experience preferred.

• Commercial insurance, reinsurance, or commercial brokerage industry experience preferred.

• Strong working knowledge of Qualtrics, including the ability to review and quality-check surveys, dashboards, and vendor-managed research programs. Hands-on programming experience is not required.

• Experience developing and presenting research operating models, including evaluating in-house and outsourced delivery options.

• Deep knowledge of survey design, sampling methodology, customer experience measurement, and key driver analysis.

• Proven experience managing external research vendors, evaluating capabilities, and participating in RFP processes.

• Experience working within matrixed organizations and balancing global standards with regional business requirements.

• Experience managing multi-country and multilingual B2B research, including translation quality assurance and cross-market consistency.

• Ability to interpret small or uneven sample sizes and maintain reliable trend reporting when research methodologies change.

• Strong executive communication and presentation skills, with the ability to turn complex data into clear, actionable recommendations.

• Ability to work independently, manage competing priorities, and influence senior stakeholders across multiple business areas.