Senior Researcher, VoC & Insights

Role Overview

• 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, including AI-moderated interviews (AIMI) and Synthetic Data matching/boosting.
• Direct the strategy, commercial negotiation, and feature deployment of enterprise feedback tools (e.g., Qualtrics, Forsta, Alchemer) and ensure seamless integrations with critical CRM and operational stacks (Salesforce, Clari, HubSpot).
• Synthesize multi-source quantitative and qualitative data sets into concise, prioritized highlights for the Executive Leadership Team (GLT) and the Board to infuse customer sentiment and shape the long-term GTM strategy.
• Act as the primary representative for the customer by providing expert guidance to the CXO and organizational leadership on client needs and perceptions to inform product roadmaps and commercial strategies.
• Oversee closed-loop feedback processes (such as the customer re-engagement framework and automated slack escalations) to proactively provide platform and product feedback to R&D, help combat churn, support key customer migrations, and unblock accounts.

Requirements

• 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).

Benefits

• Medical, Dental, and Vision insurance options to suit you and your family’s needs
• 401K with company matching
• PTO, unlimited sick days
• Remote Work
• Paid maternity and paternity leave