Manager, AI-Enabled Research & Voice of Customer

About the role

As the world's leading change and transformation consultancy, we're helping businesses move from strategy to reality by taking a pragmatic and practical approach to build solutions that last. We're seeking a Manager, AI-Enabled Research & Voice of Customer in our Atlanta, GA office to help modernize how the firm discovers, synthesizes, and activates insight. This role will lead high-impact research and intelligence programs across the Strategy & Growth team, Commercial Enablement, Knowledge + Research, Marketing, Practices leadership, and client-facing teams, combining rigorous primary and secondary research with builder-level AI capabilities, business intelligence, and strong Voice of Customer leadership.

Responsibilities

• Build, test, and maintain AI-enabled research workflows that accelerate market scans, competitive intelligence, account research, trend synthesis, and executive insight development.
• Partner to develop and mature business intelligence and research agent capabilities to enhance insight generation.
• Partner across teams to identify repeatable research workflows that can be automated or scaled.
• Design and manage reusable prompt libraries and agents, research templates, synthesis frameworks, and quality-control checklists.
• Use enterprise-approved AI tools to summarize, classify, and synthesize structured and unstructured inputs while validating outputs against source materials.
• Maintain intake, triage, synthesis, and reporting processes for research requests.
• Apply responsible AI practices, including human review, bias awareness, privacy considerations, and source validation.
• Drive the firm’s project-level client satisfaction (PSAT) program, our primary vehicle for assessing client satisfaction.
• Design surveys, manage fielding, analyze results, and deliver insights.
• Synthesize structured and unstructured client feedback into actionable themes and recommendations.
• Proactively facilitate time-sensitive closed-loop feedback processes, especially for detractors and priority accounts.
• Produce executive-ready readouts, industry summaries, and account-level insights.
• Confidently present findings and insights in a clear and compelling way to stakeholders at all levels within the business.
• Partner with Strategy & Growth team, Commercial Enablement, Marketing, Portfolios, and account teams to embed VoC insights into growth and client experience strategies.
• Design and execute secondary research strategies (market scans, account intelligence, etc.).
• Deliver competitive intelligence, industry trends, and account insights.
• Build dashboards, visuals, and compelling narratives for senior stakeholders.
• Connect insights across research, VoC, account data, and market signals.
• Manage research vendors, subscriptions, and expert network relationships.
• Crosstrain with Knowledge Management colleagues to support KM needs when capacity or business priorities require.

Requirements

• 5+ years of experience in market research, customer insights, Voice of Customer, or related field.
• Strong experience in survey design, analysis, and executive storytelling.
• Practical experience using AI tools for prompting, synthesis, and workflow acceleration.
• Strong analytical skills (advanced Excel; data interpretation).
• Experience leading VoC / client satisfaction programs (e.g., PSAT, CSAT).
• Ability to translate data into clear, actionable insights.
• Strong stakeholder management and communication skills.

Qualifications

• Professional services or consulting experience.
• Experience with data visualization tools (e.g., Power BI).
• Experience analyzing open-text feedback and customer sentiment.
• Experience building reusable research assets or playbooks.
• Familiarity with workflow automation tools and knowledge platforms.
• Understanding of responsible AI practices.

Skills

• Survey platforms (supporting PSAT / VoC programs)
• CRM systems (e.g., Salesforce)
• Data analysis and visualization tools (Excel, Power BI)
• Enterprise AI tools (e.g., Microsoft Copilot, Claude)
• Workflow / automation tools (e.g., Power Automate, SharePoint)
• Research approaches and strategy
• Insights generation
• VOC approaches
• AI-enabled workflow design and application
• Stakeholder collaboration and influence
• Analytical thinking and insight generation
• Communication and storytelling
• Adaptability and continuous improvement mindset