Analyst Market Research and Consumer Insights
Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com.
Who are we hiring:
The Market Research and Consumer Insights Analyst will be responsible for assisting with the complete research process, including but not limited to:
- Exploration of objectives
- Methodology development
- Questionnaire building
- Survey programming
- Analysis of findings
- Visual, written and verbal storytelling
- Presenting across all MSGS and MSGE businesses
This role will specifically play a vital role in maintaining, growing and scaling our organization’s ability to leverage insights from our customers to take action that directly influence the way we manage our customer relationships. This person will serve as a subject matter expert for our Voice of the Customer (VoC) platforms utilizing Medallia and Qualtrics, as well as champion internal adoption of key findings and opportunities for improvement. This person will also support the Senior Manager – Business Operations & Insights with larger cross-functional strategic research projects supporting various stakeholders.
This person will be able to run analysis, and work with the Senior Manager on crafting presentations and recommendations for senior leadership. The individual in the role will be expected to be highly analytical in nature and be able to combine multiple data sources into succinct insights and opportunities, but also strong in storytelling to present them in ways the business can easily comprehend.
What will you do:
- Responsible for running research studies from start to finish under the supervision of the Senior Manager
- Ability to identify areas in which the Consumer Insights team can support
- Conduct thorough analysis and management of Voice of the Customer-provided data from Medallia to help inform, improve, and optimize our day-to-day Venue Operations. Data collected will help improve operations at many key customer touchpoints including ingress, safety, concessions, merchandise shopping, interaction with our staff, enjoyment of our events, etc. This role will also be responsible for potential expanded usage of the tool to assess broader customer demand and sentiment, and other deep-dives as necessary
- Lead analysis and project management of customer-collected survey data via Qualtrics, including implementation of all surveys and analysis and presentation of data. Utilize the outputs to help support key customer relationships including: Marketing, Venue Operations, Junior/Youth Programming, Plan Holders and Suites & Premium teams
- Manage ongoing workstreams and modifications with Medallia and Qualtrics teams including enhancements to survey content and reporting
- Drive analytics for key areas of the business including F&B, Merchandise, Ingress and other venue-related areas, improve operations, and deliver best-in-class customer experience.
- Stitch data points from various sources to create appropriate and concise presentation outputs, identify the key insights, and add additional context and storytelling for senior stakeholders as necessary
- Assist in conducting intercepts at events by speaking directly with guests and/or guiding and training junior resources to do the same
What do you need to succeed:
- Bachelor’s degree required (business administration, statistics/mathematics, marketing, psychology/sociology, economics, computer science or related disciplines preferred)
- 3+ years of market research experience
- Demonstrated analytical, problem solving and documentation skills
- Strong communication and storytelling skills: concisely relay insights to colleagues (including senior executives), craft and deliver presentations and effectively answer analytical questions
- Skillful prioritization of work and ability to manage multiple assignments while maintaining deliverable quality
- Acts accountably, and has strong attention to detail
- Highly collaborative, adaptable team player
- Trustworthy and handles confidential information with sensitivity
- Expert level skills in PowerPoint, Excel; experience with Tableau or other data visualization tools a bonus; experience with Qualtrics survey software a bonus.
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We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.