Fieldwork and Panel Manager

The Business

We focuses on digital banking and real life customer experiences across the different banking channels.  We help the financial services industry understand the digital banking user and customer experience by delving straight into the digital platforms and channels with which consumers and businesses interact.  

We work with the leading UK, US and global financial institutions to deliver insights for their digital, product, insight, and commercial teams by providing access to a digital content and data platform, by providing in-depth mystery shopping journey analysis by delivering insight reports and consulting.

The Role

We are looking for a temporary employee to fill a four month temporary position, with the possiblity of extention, to operate as our Fieldwork and Panel Manager.

The Fieldwork and Panel Manager role is focused on delivering and managing custom data collection and mystery shopping research to support Digital Banking tracking, ad hoc requests, deep dives, and custom projects and Mystery Shopping projects. 

An essential part of the role is managing and coordinating an existing user and shopper panel to source participants for all forms of research conducted within the team.  This includes working and coordinating with colleague managers who will be using the same pool of panellists for data collection and managing recruiters and vendors to support panellist recruitment and panel growth, along with custom project recruitment and data collection.  

You will have strong experience in working with participants of mystery shopping or research panels and will be used to hands-on delivery of multiple quick turnaround projects.

You will be:

·       Setting up custom or mystery shopping projects by direct recruitment of in-house panellists to participate in the data collection

·       Coordinating  and assigning panellists  for all ad hoc requests, custom projects or mystery shopping projects

·       Manage and coordinate logistical access for data collection, including communicating with panellists regarding account access, verification codes, meetings, and quality checking follow up research which involves collecting additional information

·       Supporting data collection, where required, by capturing detailed digital experience data on video by working directly with panellists to capture views of users’ accounts, apps, or online banking sites

·       Conducting feasibility checks using panel access and recruiters and provide costings to support custom fieldwork proposals

·       Driving panel growth and niche data collection capabilities through incentivization, referrals, social media marketing, third party vendor relationship building, and recruiter negotiations

·       Working with mystery shopping stakeholders, where necessary, to program questionnaires and data collection into a data collection platform

·       Providing  communication and updates to internal stakeholders, and where necessary, with external clients

The Candidate will have

·       Minimum of 3-5 years’ experience in market research project or fieldwork management, with mystery shopping, online, or participant panel management being a strong advantage

·       Data delivery and data capture experience for user experience research or high volume qualitative fieldwork, with  financial services or  technology research being a strong advantage

·       Experience of research participant or mystery shopper recruitment being a strong advantage

·       Strong project management and documentation capabilities  

·       Accuracy and attention to detail for quality management

·       Strong multiple stakeholder management and communication skills

·       Experience working in a fast-paced environment and comfortable managing multiple projects and workstreams within short timeframes

·       Experience with different data collection platforms, project management tools, and digital technology

·       Commercial knowledge of costing projects, preferably applying a rigorous, consistent, and methodical approach

·       Having strong familiarity and understanding of digital banking user experience would be a strong advantage

·       Line management and team management experience