Director of Customer Experience Insights

Job Summary

A company is looking for a Director, Research & Insights, Customer Experience.

Key Responsibilities

• Define and lead Customer Experience insights and NPS program management across various audiences
• Develop recommendations for research approaches to address key business questions
• Manage and develop direct reports while fostering teamwork and collaboration

Required Qualifications

• Bachelor's Degree required; Master's degree preferred in relevant fields
• 7+ years of work experience in market research or consulting, specifically in customer experience insights/NPS program management
• Experience with a wide range of primary research approaches, including qualitative and quantitative methods
• Proficiency in online survey design, sample management, and tools like Qualtrics
• Experience managing external research vendors and implementing various research methodologies