Product Research Manager

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International SOS is the world's leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. Established 35 years ago, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGOs, and governments around the world.

About the role

This role is ideally suited to a down-to-earth go-getter who can help provide research in the form of Market Intelligence, Competitive Analysis, Client Needs, and User Personas. Ultimately integrating it into the product lifecycle thinking to ensure portfolio retention, growth, and innovation. Combining research into the product development process in such a seamless way it will change the way we approach and think about the products and experiences we create for clients.

Key responsibilities

• Client Research: Conduct research to inform onboarding, utilization, and account management practices.
• Understanding Clients: Identify client needs, behaviors, motivations, frustrations, and pain points to guide business decisions.
• Value-Based Messaging: Develop messaging to support renewals, price adjustments, and discussions.
• Win/Loss Interviews: Conduct interviews with clients and prospects to understand successes and failures.
• Persona Definitions: Create and maintain detailed personas to empathize with clients and support product and sales teams.
• Client Interaction: Frequently engage with customers to understand their use cases and business deeply.
• Client Feedback: Develop forums and feedback mechanisms to capture client sentiment and participate in advisory forums.
• Usability Programs: Implement programs to assess the usability and intuitiveness of client experiences.
• Competitive Analysis: Analyze competitors to understand strengths, weaknesses, market share, and trends.
• Market Analysis: Conduct market research to inform strategy, understand market trends, and identify opportunities and threats.

About you
• Experience conducting marketing research initiatives and analysis
• Proficiency with product design and research methodologies
• Experience managing competitive strategic product offering research and analysis studies
• Previous experience with SaaS and cloud solutions desired.
• Experience with design thinking and service design methods and tools (e.g. Service Blueprinting)
• Measuring UX and ROI of design experience (Nielsen Norman)
• Strong presentation skills for external presentations to various sized audiences.
• Ability to manage projects and make decisions across multiple opportunities and/or priorities.

Benefits

• Competitive salary and incentive scheme
• Warm, supportive, and open company culture
• An opportunity to thrive in a global environment
• Hybrid working
• Birthday holiday and option to purchase additional annual leave
• Comprehensive Benefits Package: Private Pension, Private Medical Insurance, Life Assurance and more

At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development. We encourage every person to be their personal best by creating an environment of inclusion, equality, and support.

International SOS has been recognised as a Top Employer in the UK by the Top Employer's Institute (TEI) for 2024.