Director, Experience Research & Insights

About the role

This position leads the research strategy and insights agenda for Customer Experience, Agent Experience, and UX Research, ensuring all work is directly tied to measurable business outcomes. The role oversees end-to-end research execution, including Voice of Customer (tNPS, Relationship NPS), Voice of Agent, and User Experience. The position manages and develops a team and serves as a senior partner to leadership to improve decision-making and drive measurable impact, while advancing methodologies and internal capabilities to scale the function’s impact.

Responsibilities

• Leads complex and high-impact research initiatives and oversees execution across the full lifecycle, including problem definition, methodology selection, data collection, analysis, and synthesis.
• Safeguards work as rigorous, relevant, and clearly communicated.
• Defines and prioritizes the research for Customer Experience, Agent Experience, and UX Research.
• Establishes intake processes, aligns resources to highest-value work, and ensures consistent delivery against business priorities.
• Leads, coaches, and develops a high-performing team.
• Parses learning agendas and measurement strategies tied to key business outcomes.
• Translates insights into actions and communicates impact.
• Designs and advances scalable research programs and measurement of Voice of Customer (tNPS and Relationship NPS), Secondary NPS Studies (Forrester, JD Power, Prism, etc.), Voice of Agents, UX research programs, journey measurement, and feedback ecosystems.
• Develops and evolves a comprehensive customer and agent listening strategy by integrating feedback across customers, agents, sales representatives, district managers, digital experiences, and operational touchpoints.
• Identifies and quantifies customer and agent pain points, unmet needs, and emerging opportunities, providing actionable insights to inform experience improvements and business decisions.
• Evaluates and optimizes customer experience and research technologies, including Qualtrics, Bain Prism, J.D. Power, Forrester, UserTesting/UserZoom, and online community platforms, to support scalable research and measurement programs.
• Performs other duties as assigned.

Requirements

• Strong ability to connect research to business decisions and influence stakeholders.
• Experience managing a portfolio of always-on measurement programs and strategic ad hoc research initiatives while simultaneously leading complex, high-priority projects and managing a team.
• Ability to balance strategic leadership with hands-on execution, adapting research priorities and resources to meet evolving business needs.
• Ability to translate research findings into actionable recommendations, prioritize opportunities, and quantify business impact.
• Experience building or improving research programs, tools, or processes.
• Experience selecting and applying appropriate qualitative, quantitative, behavioral, and experimental research methodologies to answer business questions.
• Familiarity with approaches such as interviews, focus groups, online communities, surveys, journey research, UX testing, A/B testing, and customer feedback programs.
• Experience leading teams responsible for Voice of Customers, Voice of Agent, UX research, and customer feedback programs.
• Experience working with research vendors, tools, and external partners.

Special Skill Requirement

• Strong ability to connect research to business decisions and influence stakeholders.
• Ability to drive multiple projects to successful completion.
• Experience designing and executing both always-on measurement programs and ad hoc research initiatives.
• Possesses flexibility to work in a fast-paced, dynamic environment.
• Demonstrates excellent judgment and decision-making skills.
• Experience building or improving research programs, tools, or processes.
• Buils and manages effective teams.
• Experience leading research aligned to business functions such as customer experience, brand, marketing, product, UX, or strategy.
• Experience translating research into business insights and measurable outcomes.
• Experience working with research vendors, tools, and external partners.

Education Requirements

• A High School Diploma or equivalent required.
• A Bachelor's degree in a related field preferred.
• A Master's degree in statistics, psychology, economics, or related field preferred.