Product Insights & Consumer Experience Manager
About the role
Lasko Products, a market leader in home comfort solutions, is seeking a Product Insights & Consumer Experience Manager to work in either West Chester, PA or Boston, MA.
Responsibilities
Own the analysis of consumer reviews, retailer feedback, warranty claims, returns, customer service contacts, and competitive products to identify recurring product issues.
Utilize tools to translate thousands of consumer comments into prioritized opportunities for product improvement.
Develop "Voice of the Customer" reports highlighting the biggest drivers of positive and negative reviews.
Identify unmet consumer needs that create opportunities for differentiated product innovation.
Build predictive insights around what consumers will value before products reach market.
Partner with Product Management, Engineering, and Industrial Design to influence prototype iterations by validating the consumer journey for ergonomics, usability, features, controls, noise levels, assembly, aesthetics, packaging, and overall customer experience.
Conduct concept testing, in-home usage testing, prototype evaluations, and consumer feedback sessions before tooling begins.
Identify potential causes of low customer ratings before products enter production and recommend product enhancements that improve ease of use, perceived quality, and consumer satisfaction while balancing cost and manufacturability.
Establish a company-wide process for analyzing retailer reviews across Amazon, Walmart, Costco, Home Depot, Lowe's, Target, and other key channels.
Identify recurring issues responsible for 1-, 2-, and 3-star reviews and partner with cross-functional teams to eliminate root causes.
Create executive dashboards highlighting top product complaints, positive review drivers, competitive benchmarking, star rating trends, and warranty and return drivers.
Measure the effectiveness of product improvements by tracking changes in star ratings, review sentiment, and customer satisfaction.
Serve as the consumer advocate during Stage-Gate and product development reviews, challenging assumptions using consumer data to improve product decisions.
Provide prioritized recommendations before engineering designs are finalized and influence product requirements based on measurable consumer insights instead of anecdotal feedback.
Present recommendations to executive leadership with clear business impact.
Qualifications
Proven track record of identifying and influencing product improvements through consumer insights.
Experience in analyzing consumer reviews, retailer feedback, warranty claims, returns, customer service contacts, and competitive products.
Strong analytical skills and the ability to translate large amounts of data into actionable insights.
Excellent communication and presentation skills to present findings to cross-functional teams and executive leadership.
Ability to build and maintain relationships with internal stakeholders and external partners.
Understanding of consumer behavior and market trends.
Experience with consumer research methodologies and tools.
Knowledge of product development processes and tools.
Experience working in a fast-paced, dynamic environment.
Benefits
Competitive salary with bonus potential.
Flexible work schedule.
Comprehensive benefits package including a strong 401(k) match, wellness incentives, and robust health coverage.
Dog-friendly corporate headquarters.
Pay
Salary range: $80,000 - $120,000 annually.
Schedule
Hybrid work schedule with options for remote work.