Design, execute and deliver end-to-end statistically robust customer insights workflows spanning CSAT trackers, relationship NPS and Semi-Annual Customer research (SACR), automated feedback loops (product and CSAT based), and specialized B2B research.
Manage an Extensive Research Portfolio: From brief through delivery, including vendor selection, fieldwork oversight, quality assurance, analysis, and executive reporting.
Partner directly with Platform Intelligence, Product, Rev Ops, CX and Finance teams to connect operational data with customer sentiment.
Support the Data team with exploration and validation of our customers’ emerging research methodologies.
Direct the strategy, commercial negotiation, and feature deployment of enterprise feedback tools.
Synthesize multi-source quantitative and qualitative data sets into concise, prioritized highlights for the Executive Leadership Team (GLT) and the Board.
Act as the primary representative for the customer by providing expert guidance to the CXO and organizational leadership on client needs and perceptions.
Oversee closed-loop feedback processes to proactively provide platform and product feedback to R&D, help combat churn, support key customer migrations, and unblock accounts.

8+ years of progressive experience leading Customer Insights, Market Research, or Behavioral Data Science programs.
Proven experience managing market research for a firm or brand, with B2B focus a plus.
Strong grasp of classical quantitative methods (survey scripting, sampling matrices, structural variations) paired with qualitative management.
Familiarity with emerging AI-enabled methodologies, including AI personas, virtual twins, and predictive data clones.
Hands-on experience running numerous NPS and CSAT programs and driving measurable improvements in product feedback metrics.
Track record managing 30–45+ research projects annually and stewarding customer feedback programs or communities with measurable advocacy outcomes.
Familiarity with dashboarding tools such as Omni or Power BI to democratize insights across the organization.
Experience with vendor selection and managing external fieldwork partners.
Familiarity conducting competitive intelligence and market sizing for B2B SaaS markets.
Mastery of core feedback platforms (Qualtrics, Forsta).
High familiarity with pipeline and interaction tracking tools (Salesforce, Clari, HubSpot, Slack).

Senior Researcher, VoC & Insights

Key skills