Dow Jones Technology Jobs


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Job Information

Dow Jones Senior Customer Intelligence Programme Manager in LONDON, United Kingdom

Job Description:

Fixed Term Contract (12 Months)

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivalled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, Penta, MarketWatch, Financial News, Mansion Global, Dow Jones Risk & Compliance, Dow Jones Newswires, etc.

Dow Jones Customer Intelligence

The Senior Customer Intelligence team is responsible for helping grow the Dow Jones portfolio of brands by delivering best-in-class intelligence and insights. We do this by conducting deep and thorough research into our customers and prospects, and their relationship with our brands, products, and content.

The team acts as a customer advocate and expert in a trusted advisor capacity to our business partners, and works on various projects across the brand portfolio: The Wall Street Journal, Barron’s, MarketWatch, Factiva, Risk & Compliance, etc. and across all parts of the business from the Newsrooms to Marketing, Sales, Technology, Product, Finance, Data, and Customer Service.

Our mission is to effectively shape and answer the big questions facing Dow Jones to the mutual benefit of our customers, clients, and Dow Jones. We do this by representing the voice of the customer at senior leadership level to ensure that customer intelligence is at the heart of decision-making at Dow Jones.

Senior Customer Intelligence Programme Manager, Professional Information Business (B2B)

As part of the wider Customer Intelligence team, the Senior Customer Intelligence Manager for the Professional Information Business helps deliver the key customer insights that the teams in the Professional Information Business needs to drive growth.

This is a 1-year, full time contract predominantly focused on the set-up and delivery of our B2B Customer Satisfaction programme. There's scope for the role to expand in scope and become permanent pending the successful delivery of the Customer Satisfaction programme.

Based in: Global role - UK hours, with occasional flex to US East Coast required.

Reports to: Customer Intelligence Director, Professional Information Business

Key Responsibilities

  • Develop strong working relationships with teams and functions at all levels across the business in order to deliver tailored and relevant insights.

  • Set up and fully manage our new Customer Satisfaction programme, including sampling framework and research design, through to analysis, and reporting. Working closely with key project stakeholders to ensure the synthesis of insights and expert diagnosis of priority areas for the business to respond to.

  • Deliver end-to-end research projects, from briefing, to research design approach, through to execution, analysis and reporting – whether independently or as part of a working group, drawing on a wide set of research and analytics methodologies.

  • Understand and deliver insights based on data from a variety of resources, including primary research projects (conducted in-house or via an agency), secondary research and proprietary customer data.

  • Manage external partners, be they research agencies or tool providers, to ensure work/services delivered are world-class, in line with internal standards, and delivering value for money for Dow Jones.

  • Actively share insights and information and ensure uptake of research recommendations by delivering presentations, debriefs, hosting and leading workshops to teams across the business.

  • Active support of other members of the Customer Intelligence team to deliver major programs.

  • Act as an ambassador for world-class research methodologies and execution, when appropriate, guide and mentor junior CI team members on the most appropriate selection and use of methodologies and data analysis.

Experience and Attributes

  • Ability to learn quickly and thrive in a fast-paced environment.

  • Demonstrate flexibility in responding to changing business priorities and requirements.

  • Comfortable in a remote working environment and know how to influence from a distance.

  • Demonstrate understanding of qual and quant research methodologies alongside their appropriate use.

  • Experience of end-to-end research project management, in particular always-on customer research programs.

  • Experience of designing and implementing B2B customer satisfaction tracking initiatives across key customer touchpoints across the customer lifecycle.

  • Capable of managing multiple projects and meeting deadlines effectively and independently.

  • Excellent numeracy and literacy skills. Solid understanding of statistical techniques in a customer research context.

  • Strong communication and stakeholder management skills.

  • Strong proficiency with Microsoft and G-Suite products - ideally alongside other, more advanced analytics tools such as Tableau.

  • Preferably 5 years' direct experience in the market research industry, in-house or agency-side.

  • Experience with, or a strong interest in, the B2B media sector.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at Please put “Reasonable Accommodation" in the subject line.


Job Category: Data/Content Group

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 29070