Senior Manager, Consumer Insights & Research

Senior Manager, Consumer Insights & Research

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JG Wentworth is seeking a highly experienced Senior Manager of Consumer Insights to act as a strategic powerhouse within our marketing organization. In this high‑level individual contributor role, you will serve as the centralized voice of the consumer across the entire enterprise, supporting all business lines including Structured Settlements, Debt Relief, Lending, Home Equity Cashout, and Marketplace.

We are looking for a researcher with deep academic rigor and a behavioral science background who can operate independently to solve complex business challenges. You will not just support acquisition; you will partner deeply with Retention and Operations to optimize the customer lifecycle, reduce churn, and improve the human experience of our financial products.

Enterprise‑Wide Strategic Impact

• Design and execute research strategies that serve the distinct needs of all JG Wentworth business units.

Cross‑Business Support

Collaborate directly with Operations and Retention leadership to diagnose churn drivers. Use research to refine call center scripts, improve customer touchpoints, and increase customer lifetime value (CLV).

Voice Of The Customer (VoC)

• Acquisition & Go‑to‑Market Strategy:
  Partner with Acquisition Marketing to optimize media efficiency and creative performance. Design research that validates value propositions, refines audience segmentation, and informs high‑impact messaging to lower Customer Acquisition Cost (CAC) and accelerate market penetration.

Retention & Operations Partnership

Collaborate directly with Operations and Retention leadership to diagnose churn drivers. Use research to refine call center scripts, improve customer touchpoints, and increase customer lifetime value (CLV).

Advanced Research Methodologies

Independently end‑to‑end manage complex research projects using a robust mix of qualitative and quantitative methods (e.g., IDIs, focus groups, usability testing, conjoint analysis, and segmentation).

Behavioral Science Application

Apply principles of behavioral economics and psychology to understand the financial decision‑making processes of our specific consumer base (often near‑prime or sub‑prime segments).

Operational Usability

Conduct heuristic evaluations and usability testing on operational workflows and customer portals to reduce friction and improve satisfaction scores (CSAT/NPS).

Data Synthesis & Stakeholder Communication

Actionable Reporting

Translate complex data into clear, business‑focused recommendations for non‑technical executive stakeholders.

Hypothesis Validation

Rigorous testing (A/B, concept testing) to validate new product features or messaging strategies before full‑scale implementation.

Education & Background

• Advanced Degree Strongly Preferred:
  Ph.D. or Master's degree in Behavioral Science, Psychology, Sociology, Market Research, or a related quantitative field.

Experience

7-10+ years of hands‑on experience in consumer insights or UX research, ideally within Financial Services, Fin Tech, or a regulated industry.

Technical & Professional Skills

• Individual Contributor Mastery: Proven ability to execute high‑volume, high‑complexity research projects independently without relying on external vendors or junior staff.
• Operational Acumen: Experience applying research insights to operational challenges, such as customer retention, call center performance, or complaint resolution.
• Tool Proficiency: Expert‑level proficiency with statistical analysis software (e.g., SPSS, R) and modern research platforms (e.g., Qualtrics, User Testing, etc).

• Impact:
  You will be the primary insights engine for a legendary American brand, directly influencing how we serve customers in their times of financial need.
• Autonomy:
  This role offers the freedom to define the research agenda and choose the methodologies that best answer critical business questions.
• Culture:
  Join a forward‑thinking team that values data integrity, intellectual honesty, and the human side of finance.

• Full Medical/Vision/Dental Benefits
• 40…