Independent Market Research Consultant
• Managed a million-dollar customer research portfolio for a diverse range of clients• Developed and implemented plans to measure customer satisfaction, assess market awareness and perceptions, evaluate outreach programs, and find new opportunities• Led three multi-year longitudinal research studies for a large financial services company with over 2,000 branches, including identifying research questions, writing and deploying surveys, analyzing 100,000+ annual responses, and presenting results to the client• Worked closely with clients to create dashboards, slide decks, and reports that were delivered on a weekly, monthly, quarterly, and annual cadence• Dramatically improved customer ratings on review websites like TrustPilot by creating and maintaining an AWS instance that redirected high-satisfaction customers after survey completion and recorded which customers clicked so reviews could be matched up later• Utilized AI (neural nets) in SPSS and python to perform factor and cluster analyses, as well as the GPT-4 API to classify text (verbatim) customer survey responses• Automated many repetitive processes using python, shell scripting, and automation software (Keyboard Maestro), enabling faster reporting and increasing efficiency• Wrote scrapers to gather customer reviews, assess competitor websites, and extract hard-to-get data from websites with no or poor APIs
