Lead Customer Insights, NPS and Market Research Strategy
Establish Best Practices
Customer Advocacy
Actionable Insights
Cross-Functional Collaboration
Qualifications
Education and Experience
Bachelor's or Master's degree in Business, Data Analytics, Computer Science, Psychology, Design, or a related field.
Minimum of 7 years professional experience in customer experience management, customer insights, or analytics roles, with at least 3 years in a leadership capacity.
Proven expertise in designing and executing custom research tracks, running NPS/VOC programs and applying both traditional and advanced research methodologies, with a strong emphasis on quantitative research for digital and service design.
Strong background in data analysis and statistical tools (e.g., SQL), with experience in data visualization (e.g., Tableau, Power BI), CRM systems, and customer feedback platforms (e.g., Qualtrics, Medalia).
Required Skills and Abilities
Highly self-directed, organized, and efficient, with strong analytical and problem-solving skills.
Deep knowledge of diverse research and NPS methods, and the ability to select and apply the most appropriate approach for each project, especially in quantitative research supporting Human Centred Design.
Proficient in synthesizing complex, multi-source data into clear, visual deliverables such as executive dashboards, journey maps, and process flows.
