Director – Insights & Growth

Role Overview

• Lead, mentor, and support a multidisciplinary team within the UXCD organization spanning user research, insights, and growth-focused disciplines.
• Set clear direction, expectations, and priorities, enabling teams to execute effectively while maintaining strategic alignment.
• Establish shared ways of working, standards, and rhythms that promote quality, consistency, and collaboration across Insight, Growth, VoC efforts, and the broader UXCD team.
• Foster an environment that supports learning, growth, and strong research and experience practices.
• Scale Insights, Growth, and VoC capabilities by strengthening how customer knowledge is captured, shared, and activated across UXCD and Digital Success.
• Define and evolve the research and insights strategy for the Digital Success organization, ensuring alignment with business objectives and customer outcomes.
• Provide direction, mentorship, and quality oversight for teams executing user research and insight programs.
• Establish research standards, frameworks, and best practices that ensure rigor, consistency, and ethical use of customer data.
• Act as a senior advisor and advocate for customer-centered, research-backed decision-making across the organization.
• Provide strategic guidance for Voice of Customer programs, including CSAT and digital feedback loops.
• Ensure VoC efforts align and are integrated into experience and product strategy.
• Elevate insight synthesis and storytelling so customer feedback drives clarity and action for Digital Success leaders.
• Offer research leadership and advisory support to growth design and experimentation efforts that support product-led growth.
• Guide teams in framing hypotheses, identifying learning goals, and incorporating qualitative insight alongside quantitative metrics.
• Establish clear standards and expectations for customer metric definition and tracking across the Digital Success organization.

Requirements

• 10+ years of experience leading User Research and Insights, Growth, or Voice of the Customer (VoC) functions
• Proven success leading research or insights functions within complex, cross-functional organizations
• Strong understanding of Digital Success, Customer Success, and product-led growth models
• Demonstrated ability to influence without direct ownership, aligning senior stakeholders around shared insights and priorities
• Experience establishing research standards, operating models, and governance at scale within UX or design-led teams
• Familiarity with modern research, feedback, and analytics tools (e.g., UserTesting, Sprig, Tableau, survey platforms, and experimentation tools)
• Exceptional communication, synthesis, and storytelling skills.
• Deep commitment to ethical, inclusive, and customer-centered practices.
• Comfortable navigating ambiguity and operating at both strategic and systems levels.

Tech Stack

• Tableau

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program