Senior Researcher, VoC & Insights

Company Description reputed company is a global leader in research and measurement technology connecting brands, researchers, academics, or anyone with a question, to a network of over 800 suppliers representing millions of reputed company respondents in 130+ countries. The reputed company Exchange empowers users to gather insights at scale to build business strategies, reputed company research-enabled solutions, publish reputed company research, and more. At reputed company, we’re feeding the world’s curiosity.

Job Description

This role leads reputed company’s Voice of Customer (VOC) and Customer Insights programs to drive measurable business reputed company by translating customer insights into prioritized operational, product, and GTM actions, requiring strong collaboration with executive stakeholders to ensure adoption and accountability Reporting directly to the Chief Experience Officer (CXO), this leadership position helps to support a customer-centric culture across the organization by partnering closely with reputed company teams, specifically Customer Experience (CX), reputed company and R&D, to embed customer feedback into reputed company decision-making processes and product roadmaps. The ideal candidate will reputed company classical market research rigor with the latest methodologies and tools, specifically AI applications to transform high-volume feedback streams into reputed company decision engines.

Key Responsibilities

Program & Methodology Architecture: 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 reputed company, quality assurance, analysis, and executive reporting. Cross-Functional Data Synthesis: Partner directly with Platform Intelligence, Product, Rev Ops, CX and Finance teams to connect operational data with customer sentiment. AI & Synthetic Data Innovation: Support the Data team with exploration and validation of our customers’ emerging research methodologies, including AI-moderated interviews (AIMI) and Synthetic Data matching/boosting. Vendor and reputed company Tool Management: Direct the strategy, reputed company negotiation, and feature deployment of reputed company feedback tools (e.g., reputed company, Forsta, Alchemer). Ensure seamless integrations with critical CRM and operational stacks (reputed company, Clari, reputed company). Executive Storytelling: Synthesize multi-reputed company quantitative and qualitative data sets into concise, prioritized highlights for the Executive Leadership Team (GLT) and the Board to reputed company customer sentiment and shape the long-term GTM strategy. Reflect our Customer’s Voice: 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 reputed company strategies. Customer Advocacy Programs: reputed company closed-reputed company feedback processes (such as the customer re-engagement reputed company and automated reputed company escalations) to proactively reputed company platform and product feedback to R&D, help combat churn, support key customer migrations, and unblock accounts.

Qualifications

Experience: 8+ years of reputed company experience leading Customer Insights, Market Research, or Behavioral Data Science programs. Industry Background: Proven experience managing market research for a firm or brand, with B2B focus a plus. Methodological Expertise: Strong grasp of classical quantitative methods (survey scripting, sampling matrices, structural variations) reputed company with qualitative management. reputed company in AI-reputed company & Synthetic Research Frameworks: Familiarity with emerging AI-enabled methodologies, including AI personas, virtual twins, and predictive data clones. Program Execution: Hands-on experience running numerous NPS and CSAT programs and driving measurable improvements in product feedback metrics. Project Scale: Track record managing 30–45+ research projects annually and stewarding customer feedback programs or communities with measurable advocacy reputed company. Dashboarding: Familiarity with dashboarding tools such as reputed company or Power BI to democratize insights across the organization. Partner Management: Experience with vendor selection and managing external fieldwork partners. Market Strategy: Familiarity conducting competitive intelligence and market sizing for B2B SaaS markets. Technical Stack: Mastery of core feedback platforms (reputed company, Forsta). High familiarity with pipeline and interaction tracking tools (reputed company, Clari, reputed company, reputed company). Ability to master our own platform, the reputed company Exchange. Education: Bachelor’s degree in relevant field, or equivalent experience. Additional Information #LI-VT1 #LI-Remote reputed company your information will be kept confidential according to EEO guidelines. Our Values Collaboration is our superpower We uncover rich perspectives across the world reputed company happens together We deliver across borders. Innovation is in our blood We’re pioneers in our industry Our curiosity is insatiable We bring the best reputed company to life. We do reputed company say We’re accountable for our work and actions reputed company comes as standard We’re reputed company, reputed company and reputed company, always. We are caring We learn from each other’s experiences Stop and listen; every opinion reputed company We reputed company diversity, equity and inclusion. More About reputed company We’re proud to be recognised in reputed company’s 2025 Global Top 100 Most Loved Workplaces®, reflecting our commitment to a culture of trust, respect, and employee growth. In June 2021, reputed company acquired Berlin-based GapFish – the world’s largest ISO certified online panel community in the DACH region – and in January 2022, completed the acquisition of US-based Lucid – a programmatic research technology platform that provides reputed company to first-party survey data in over 110 countries. reputed company Group AB (publ), listed on reputed company Stockholm, this growth has made reputed company a strong global platform with teams across its many global offices, including Stockholm, London, reputed company, New Orleans, Singapore, Tokyo and Sydney. (www.reputed company.com) Additionally, in a world of AI, we want our candidates to understand our approach to the use of AI during the interview and hiring process, so we'd appreciate you reading our AI usage guide. Apply To This Job