Reporting directly into the Vice President of Client Insights & Innovation/ Data & Analytics, the Manager – Client Innovation will leverage data, analytics and insights to create products and services that will address the unmet needs of our client. They will prioritize all insights and ideas to identify which innovations should be put forth for rapid test and learn. Upon establishing the success criteria, this manager will provide the go/ no-go/ iterate recommendation to our Specialty, ER and Pet Resorts business lines.

Responsibilities:

• Conduct analytics and insights to make product and service innovation recommendations
• Identify ideas that may address the unmet needs of our clients; these ideas will be sourced from the field, leadership, the support center, customers and workshops
• Run ideation workshops to source critical ideas
• Establish relationship with Specialty, ER and Pet Resorts sites to understand innovation pilots that are naturally occurring in the field
• Prioritize the insights and ideas to make recommendations on what should be tested first. Must leverage an evaluation technique such as IDVF – impact, desirability, viability and feasibility
• Develop and confirm success criteria with business lines prior to launching the test
• Partner with field leadership and individual sites to develop innovation tests
• Oversee the implementation of the innovation test with diligent coordination with the business operations, field operations and site team members that will execute the test
• Evaluate the innovation test and recommend scaling to a pilot/ proof of concept, iterating or discontinuing the innovation idea
• Maintain detailed record of which ideas have been tested and the outcome of the test
• Synthesize findings of each test and share out results (what is working, what is not) to business line leadership and team
• Identify opportunities to drive and improve performance of innovation test
• Drive three innovation tests per business line – Pet Resorts and Specialty/ ER per year at minimum

Qualifications:

• A minimum of 5+ years in business analysis, analytics, service design, innovation and/ or management consulting
• Experience with design thinking process; Design Thinking certification a plus
• Excellent analytics experience with ability to tease out data and insights and a willingness to dig into large data sets
• Experience working with and developing insights from internal and external data sets
• Experience leading idea generation workshops
• Bachelor’s degree required, MBA degree is preferred
• Experience with franchise models is a plus
• Up to 40% travel
• Fully remote

Critical competencies for success:

• Intellectually curious
• Proactive, self-starter. Does not wait around to be told what to do or how to impact the business
• Ability to align multiple stakeholder groups on a key set of success criteria
• Excellent analytical capability
• Thinks and acts strategically; contributes to the development of strategy in own area as well as seeing the larger goal and needs. Foresees the longer-term implications of proposed solutions, identifying both opportunities and risks
• Delivers results and has a bias for action; regularly exceeds own goals, as well as helping others achieve and exceed goals; seeks to make an impact
• Able to present recommendations to C-suite and other leadership; willing to roll up sleeves and build their own decks, do their own analysis and lend a hand where needed
• Excellent written and verbal communications, able to be concise, use data to tell a story and listen intently to find the real question
• Demonstrates analytical decision making and sound judgement; makes well informed decisions in a timely manner; able to ensure everyone is aware of decisions and implications
• Team oriented and collaborative; works collaboratively within and across teams to achieve team goals
• Servant leadership approach
• Willing to work hard, laugh at ourselves and work for the greater good
• A love of animals and the people who love them

Why You’ll Love Working Here:

• The people. You will be surrounded by talented, supportive, smart and kind leaders/ teams - people you will be proud to work with and who also have fun
• The business. We work for the love of animals and the people who love them. We enjoy driving a successful business while living our values and our “why”
• The opportunity. Your days and projects will offer variety with the opportunity to gain operational, cross-functional and executive leadership exposure as a trusted internal business partner. You would have the opportunity to help build and shape a fast-growing, global company within a high-growth, exciting industry

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  This role is not open to receiving agency candidates and any contingent submissions will not be honored. #LI-Remote