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Product Manager, NPS Prism

Company: Bain & Company
Location: Boston
Posted on: June 12, 2021

Job Description:


We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor's Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.


This is an opportunity to support Bain's expanding proprietary data ventures business, helping to build, deliver and manage the NPS Prism product, a market-leading customer experience benchmarking service. NPS Prism creates NPS and episode benchmarks by surveying large numbers of customers in a given sector. Customers are asked to identify the companies with which they do business, declare their likelihood to recommend each provider, describe why, and answer a set of additional questions designed to reveal experiences with specific episodes. NPS Prism offers rock-solid NPS benchmarks all the way to the episode level delivered through an interactive platform that allows subscribers to do their own analysis.

The NPS Prism Product Manager will work closely with the NPS Prism General Manager, Bain Partners, Bain's Simple & Digital Customer Experience and NPS Practice Area, and the Proprietary Data Ventures group to build a commercially successful product that spans core sectors across all regions.


  • Be the primary product support expert/point of contact for existing clients of NPS Prism (and Bain case teams working with existing clients)
  • Develop a rapport with clients and create promoters for NPS Prism and Bain at all levels of the client organization
  • Frame and deliver emerging insights with a compelling story of key actions the client can leverage to achieve best-in-class results (with help of Product Analyst)
  • Create awareness of different use cases for the NPS Prism product to help address clients' key questions
  • Learn about clients' priorities and needs and provide input to the multi-year roadmap for NPS Prism based on client feedback and emerging use cases
  • Lead product training sessions, and support clients and Bain consulting teams with further training needs
  • Manage the annual renewal process, invoicing, contracting, collaborating closely with the Bain consulting services account team

  • Work with anchor clients and Bain experts in target industries and geographies to design new survey instruments
  • Prepare scoping materials to facilitate design discussions with anchor clients on data needs and sample specifications
  • Demonstrate technical expertise in primary research and explain the NPS Prism methodology to a non-technical audience
  • Lead detailed design discussions with clients to ensure design is fit-for-purpose and meets their research needs
  • Collaborate with Bain's industry practice leaders and partner team to leverage their domain expertise
  • Demonstrate thought leadership to design a survey instruments that meet research objectives and maintain quality standards
  • Coordinate with other Bain customer experience-related benchmarking efforts and drive consistency in approach

  • Manage operations during launch of new instruments and own the day-to-day relationship with external partners
  • Work with panel vendors to ensure demographics are in-line with quota targets during field
  • Make trade-offs during field to manage quotas and use budget in an efficient manner
  • Continuously test results to ensure a zero-defect instrument and programming
  • Ensure data integrity and troubleshoot any potential issues that require detailed investigation
  • Collaborate with Product Analyst and NPS Prism Center of Excellence (COE) to make sure delivery platform meets requirements

  • Support Bain Partners, NPS Prism General Manager and NPS Prism Product Manager in the commercialization efforts
  • Prepare marketing materials to be used in conversations with prospective clients
  • Understand competitive context of alternative benchmarking solutions and purchasing process on the client side for data subscription businesses
  • Create case studies and reference stories on how other clients have leveraged NPS Prism data to deliver tangible results
  • Facilitate demos to prospective clients and be the product expert in meetings with prospective clients
  • Partner with panel vendors to determine feasibility and budget of new instruments

  • Inspire, coach and manage other team members and part of the NPS Prism Center of Excellence (COE) team based in India
  • Supervise the survey design workstream supported by the COE including documentation and adhoc research on study scope
  • Lead approach on delivery of bespoke analytics based on NPS Prism data in collaboration with the Product Analyst and COE team
  • Develop trainings to onboard new team members to the NPS Prism methodology and product as well as build capabilities for continuous learning on new tools and processes



  • Bachelor's degree required
  • 5+ years of in-depth experience with customer insights, primary market research and analytics at a consulting firm, market research agency or data provider
  • Experience translating data into business insights using appropriate data analytics and visualization applications
  • Experience developing audience-right high quality presentations
  • Track record of building strong customer relationships
  • Exceptional interpersonal and communication skills
  • Proven self-starter (comfortable with what could be a remote team) with demonstrated problem solving and organizational skills


  • Concentration in business or data science/analytics strongly preferred
  • Master's degree in business administration preferred
  • Current or recent experience at the C2/CTL level at Bain or equivalent experience at another top strategic consulting firm
  • 2+ years of post-MBA experience
  • Exceptional analytic and technical skills, including knowledge of market research tools, data science and business intelligence tools, and advanced analytical tools such as Alteryx and Tableau
  • Experience explaining and performing a variety of statistical and data mining techniques
  • Experience supervising other high performing team members or leading off-shore teams

Irrespective of an individual's specific background, the successful candidate will be:

  • Collaborative - someone who knows how to work with and through others to drive results and make change happen, as well is customer service orientated
  • Entrepreneurial, proactive, and productive - someone who knows how to prioritize what needs to be done and rallies colleagues to get things accomplished; "roll up the sleeves" type of attitude
  • Bright - both insightful and creative, with strong problem-solving skills and pragmatic, with a practical, "real-world" sense of what is actually "do-able". Possesses an affinity for data-driven insights to make decisions, and able to harness knowledge and expertise of the best content to support the Practice
  • Articulate and compelling in his/her oral and written communication skills; engaging and concise - with interpersonal "presence"; adaptable across executive, technical and Bain audiences
  • Energetic, with drive, enthusiasm, and natural skills in relationship development; well-connected, with an extensive network of potentially relevant relationships
  • Inspirational Leadership - track record of managing high-performing, service-oriented team members, motivating and developing colleagues above and below their own tenure
  • A great colleague and teammate - passionate about the task at hand and fun to be around; someone with whom Bainies and clients go out of their way to work


Bain & Company is a global consultancy that helps the world's most ambitious change makers define the future. Across 59 offices in 37 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today's urgent challenges in education, racial and social equity, economic development and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.



Keywords: Bain & Company, Boston , Product Manager, NPS Prism, Other , Boston, Massachusetts

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