Bain & Company Inc

  • Product Management Lead

    Job Location US-MA-Boston | US-GA-Atlanta | US-NY-New York
    Job ID
    2020-4241
    Posted Date
    2/21/2020
    Category
    Business Development/Strategy
    Type
    Regular Full-Time
    Location : Location
    US-MA-Boston
  • Company Overview

    Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick.  The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 37 countries, and its deep expertise and client roster across every industry and economic sector.

     

    Position Summary

    This is an opportunity to support Bain’s expanding proprietary data business, helping to build, deliver and manage the Net Promoter Score (NPS) Prism product, a market-leading customer experience benchmarking service. NPS Prism creates NPS and episode benchmarks by surveying large numbers of customers in a given sector. Customers are asked to identify the companies with which they do business, declare their likelihood to recommend each provider, describe why, and answer a set of additional questions designed to reveal experiences with specific episodes. NPS Prism offers rock-solid NPS benchmarks all the way to the episode level delivered through an interactive platform that allows subscribers to do their own analysis.

     

    The Product Consultant will work closely with the NPS Prism Product Manager, NPS Prism General Manager, Bain Partners, Bain’s Simple & Digital Customer Experience and NPS Practice Area, and the Proprietary Data group to build a commercially successful product that spans core sectors across all regions. 

    Essential Functions

    • Be the primary product support expert/point of contact for existing clients of NPS Prism (and Bain case teams working with existing clients)
      • Develop a rapport with clients and create promoters for NPS Prism and Bain at all levels of the client organization
      • Frame and deliver emerging insights with a compelling story of key actions the client can leverage to achieve best-in-class results (with help of Product Analyst)
      • Create awareness of different use cases for the NPS Prism product to help address clients’ key questions
      • Learn about clients’ priorities and needs and provide input to the multi-year roadmap for NPS Prism based on client feedback and emerging use cases
      • Lead product training sessions, and support clients and Bain consulting teams with further training needs
      • Manage the annual renewal process, invoicing, contracting, collaborating closely with the Bain consulting services account team
    • Work with anchor clients and Bain experts in target industries and geographies to design new survey instruments
      • Prepare scoping materials to facilitate design discussions with anchor clients on data needs and sample specifications
      • Demonstrate technical expertise in primary research and explain the NPS Prism methodology to a non-technical audience
      • Lead detailed design discussions with clients to ensure design is fit-for-purpose and meets their research needs
      • Collaborate with Bain’s industry practice leaders and partner team to leverage their domain expertise
      • Demonstrate thought leadership to design a survey instruments that meet research objectives and maintain quality standards
      • Coordinate with other Bain customer experience-related benchmarking efforts and drive consistency in approach
    • Manage operations during launch of new instruments and own the day-to-day relationship with external partners
      • Work with panel vendors to ensure demographics are in-line with quota targets during field
      • Make trade-offs during field to manage quotas and use budget in an efficient manner
      • Continuously test results to ensure a zero-defect instrument and programming
      • Ensure data integrity and troubleshoot any potential issues that require detailed investigation
      • Collaborate with Product Analyst and NPS Prism Center of Excellence (COE) to make sure delivery platform meets requirements
    • Support Bain Partners, NPS Prism General Manager and NPS Prism Product Manager in the commercialization efforts
      • Prepare marketing materials to be used in conversations with prospective clients
      • Understand competitive context of alternative benchmarking solutions and purchasing process on the client side for data subscription businesses
      • Create case studies and reference stories on how other clients have leveraged NPS Prism data to deliver tangible results
      • Facilitate demos to prospective clients and be the product expert in meetings with prospective clients
      • Partner with panel vendors to determine feasibility and budget of new instruments
    • Inspire, coach and manage other team members and part of the NPS Prism Center of Excellence (COE) team based in India
      • Supervise the survey design workstream supported by the COE including documentation and adhoc research on study scope
      • Lead approach on delivery of bespoke analytics based on NPS Prism data in collaboration with the Product Analyst and COE team
      • Develop trainings to onboard new team members to the NPS Prism methodology and product as well as build capabilities for continuous learning on new tools and processes

    Qualifications

    Required

    • Bachelor’s degree required
    • 5+ years of in-depth experience with customer insights, primary market research and analytics at a consulting firm, market research agency or data provider
    • Experience translating data into business insights using appropriate data analytics and visualization applications
    • Experience developing audience-right high quality presentations
    • Track record of building strong customer relationships
    • Exceptional interpersonal and communication skills
    • Proven self-starter (comfortable with what could be a remote team) with demonstrated problem solving and organizational skills

    Preferred

    • Concentration in business or data science/analytics strongly preferred
    • Master’s degree in business administration preferred
    • 2+ years of post-MBA experience
    • Exceptional analytic and technical skills, including knowledge of market research tools, data science and business intelligence tools, and advanced analytical tools such as Alteryx and Tableau
    • Experience explaining and performing a variety of statistical and data mining techniques
    • Experience supervising other high performing team members or leading off-shore teams

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