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Work Model : Remote

Our customer service team supports our company through their confidence, knowledge, and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.

The Principal Insights Researcher in Customer Service is a strategic role focused on harnessing data and research to drive innovation and informed decision-making within customer service operations. This individual is responsible for conducting in-depth research and analysis to uncover insights that enhance customer satisfaction and business efficiency.

What you’ll be doing:

• Conduct comprehensive research and analysis related to customer service trends and feedback.
• Develop and implement innovative research methodologies and data analysis protocols.
• Collaborate with cross-functional teams to align research efforts with broader business strategies.
• Translate insights into actionable recommendations that directly enhance customer satisfaction and drive business improvements.
• Advocate for and contribute to the implementation of cutting-edge analytical tools to stay ahead of industry trends.
• Engage with a variety of stakeholders to share research findings and influence decision-making processes across multiple levels of the organization.
• Exercise autonomy and proactive problem-solving in complex research activities.

What you bring to the table:

• Strong analytical and critical thinking abilities, with a keen eye for detail and trends.
• Excellent communication and presentation skills to clearly articulate insights and recommendations.
• Proven ability to manage and prioritize multiple projects in a fast-paced environment.
• Demonstrated track record in research that results in tangible business impacts.
• Strong statistical analysis and data interpretation skills.
• Leadership experience mentoring junior researchers and fostering a collaborative, innovative team environment (preferred).

What’s needed- Basic Qualifications:

• BA/BS degree in Marketing, Business, Statistics, or a related field or equivalent work experience.
• 5+ years of experience in research or a related field, with a preference for experience in customer service operations.
• Experience with advanced research methodologies and statistical software (e.g., Excel, Power BI, Python, R, STATA, etc.)
• Experience translating research into actionable business recommendations.

What’s needed- Preferred Qualifications:

• Master’s degree in a relevant field.
• Leadership experience in a research setting.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.