Senior Researcher, Customer Insights

Job Summary

Leading the Voice of Customer (VoC) and Customer Insights programs, the full-time Senior Researcher, Customer Insights will drive measurable business outcomes by translating customer insights into actionable strategies while collaborating with executive stakeholders in a remote environment.

Key responsibilities

• Design and execute end-to-end customer insights workflows, including CSAT trackers and specialized B2B research
• Manage a comprehensive research portfolio, overseeing vendor selection, fieldwork, quality assurance, and reporting
• Synthesize operational data with customer sentiment by partnering with cross-functional teams

Required qualifications

• 8+ years of experience in leading Customer Insights, Market Research, or Behavioral Data Science programs
• Proven experience managing market research with a focus on B2B
• Strong grasp of classical quantitative methods and qualitative management
• Familiarity with AI-enabled research methodologies and tools
• Hands-on experience executing NPS and CSAT programs with measurable improvements