Jim Heisler, Ph.D.
Bloomfield,CT
Summary
My career in the market research industry combines a solid background in research methodologies and well-honed consulting skills. I have a consistent track record of making my clients and employer successful as a research consultant, manager, and staff mentor. I am exceptionally skilled in translating clients’ business questions into compelling, actionable research and working directly with executive-level management to understand and implement the guidance provided by the research, often by facilitating hands-on post-research work sessions.
I held senior management positions with some of the largest market research firms in the U.S. prior to starting my consultancy. I am experienced in all aspects of B2B and B2C qualitative (800+ focus groups/800+ IDIs) and quantitative methodologies across the entire spectrum of marketing issues brand equity, new product/service development, market segmentation, communications, and VoC, among others.
I've had the good fortune of positively impacting my clients' businesses by informing public sector programs and policy, reducing customer churn, lowering operating costs, increasing customer loyalty, identifying the optimal configuration of new product/service features and pricing, and creating blueprints of who to target and how to message to them.
I have worked domestically and globally with hundreds of Fortune 1,000 corporations, public entities, and non-profits.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Principal
Sapient Consulting, LLC
01.2015 - Current
I currently provide market research services to corporations and research agencies. Examples of my work include informing the successful launch of a new healthcare service, the creation of a complex market segmentation to inform a high-tech company’s product innovation efforts, and many CX assignments which have enabled my clients to fine-tune and differentiate their customers’ experiences successfully.
Senior Vice President
Harris Interactive/Nielsen
Princeton, New Jersey
02.2003 - 12.2014
I was a senior consultant within the company’s CX practice. In this role, I generated $2M+ in new business annually, designed and managed scores of Voice-of-the-Customer engagements leading, in the case of one client, to reducing hundreds of thousands of dollars of operating costs. I also managed a team of CX consultants and developed new methodologies (e.g., Customer Touchpoint Management). I also provided CX subject matter thought leadership by speaking at conferences and authoring articles. My client base included Fortune 1000 companies across a wide array of industriesfinancial services, industrial, healthcare, technology, travel & leisure, associations, and public-sector agencies.
Senior Vice President
HSR
Princeton, New Jersey
01.2001 - 01.2003
My responsibilities included new business development, engagement management, research analysis, and reporting for clients in the healthcare, transportation, and financial services sectors. The focus of my work covered every major marketing issue.
Executive Vice President
ORC International
Princeton, New Jersey
01.1982 - 01.2001
I managed numerous practices (e.g., Public Sector, Telecommunications, Market Assessment) with financial and staff management and mentoring responsibilities.
In addition to my management responsibilities, I was a senior consultant to a broad client base. In this role, I was responsible for new business development—generating $25+M—engagement management, research analysis, and reporting.
Before the advent of online research, I pioneered a customer panel methodology which we successfully sold to most of the telecommunications companies at that time resulting in millions of dollars of business for the company.
I also played executive roles in various corporate initiatives (e.g., Manager of Strategic Partnership with the Economist magazine).
Education
Ph.D. - Psychology
Master of Arts - Psychology
Bachelor of Arts - Psychology
Skills
- CX/VoC/Employee Engagement
- Qualitative Research Methodologies
- Market Segmentation
- Survey Design
- Questionnaire Development
- Data Analysis
- Developing Presentations and Reports
- Data Visualization
- Action Planning Workshop Facilitation
- Proposal Writing
Accomplishments
- Creativity
- Leadership
- Problem Solving
- Teamwork
- Mentoring
- Public Speaking
- Writing
Certification
- Guide to Careers in Market Research – Paramount Market Publishing, 2015
- Harris Interactive Loyalty Conferences
- Customer Touchpoint Management Telecom Case Study – IIR
- Get Their Stamp of Approval – Quirks Marketing, March 2008
- Best Practices in Loyalty Research Hong Kong Loyalty Conference
- Best Practices in Loyalty Research Singapore Loyalty Conference
- The Quid Pro Quo Between Mystery Shopping & Customer Loyalty Measurement – CRI Conference
- Employee Ambassadorship Case Study – IIR
- Customer Touch Point Management Business Services Case Study IIR
Timeline
Principal - Sapient Consulting, LLC
01.2015 - Current
Senior Vice President - Harris Interactive/Nielsen
02.2003 - 12.2014
Senior Vice President - HSR
01.2001 - 01.2003
Executive Vice President - ORC International
01.1982 - 01.2001
Illinois Institute of Technology - Ph.D., Psychology
DePaul University - Master of Arts, Psychology
University of Michigan - Ann Arbor - Bachelor of Arts, Psychology