Senior Researcher, VoC & Insights

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Researcher, VoC & Insights in the United States.

In this role, you will lead the Voice of Customer and customer insights strategy for a global research and measurement technology organization operating at massive scale. You will transform high-volume customer feedback into clear, actionable intelligence that drives product decisions, go-to-market strategy, and operational improvements. Acting as a key advisor to executive leadership, you will ensure that the customer perspective is embedded across all major business decisions. The environment is highly collaborative, data-driven, and innovation-focused, with strong exposure to senior stakeholders. You will combine traditional research rigor with modern AI-enabled methodologies to evolve how customer insight is captured and activated. This is a high-impact role where your work directly shapes customer experience, retention, and long-term growth.

In this role, you will be responsible for building and scaling a comprehensive Voice of Customer and insights function that drives strategic decision-making across the organization:

• Design and execute end-to-end VoC programs, including NPS, CSAT, relationship studies, and B2B customer research
• Manage a large portfolio of research initiatives from brief creation through execution, analysis, and executive reporting
• Synthesize qualitative and quantitative data from multiple sources to generate actionable business insights
• Partner with cross-functional teams (Product, CX, RevOps, Finance, and Data) to align insights with operational and commercial priorities
• Oversee external research vendors and enterprise tools, ensuring quality execution and system integration
• Translate complex insights into clear executive-level storytelling for leadership and board-level decisions
• Drive closed-loop feedback and customer advocacy programs to improve retention and product experience

Requirements

You bring strong expertise in customer insights and research leadership, combined with the ability to influence strategic decisions in a data-driven environment:

• 8+ years of experience in Customer Insights, Market Research, Behavioral Analytics, or related fields
• Strong expertise in quantitative and qualitative research methodologies (survey design, sampling, analysis, etc.)
• Proven experience managing large-scale VoC programs such as NPS and CSAT
• Familiarity with AI-enabled research approaches, synthetic data, or predictive insight models is highly valued
• Experience working with tools such as Qualtrics, Forsta, Power BI, Salesforce, HubSpot, or Clari
• Strong stakeholder management skills with experience influencing senior and executive leadership
• Ability to connect customer insights directly to business outcomes and strategic decisions

Benefits

• Competitive compensation package aligned with experience
• Remote-first working model
• Opportunity to work on global-scale customer intelligence programs
• Exposure to advanced AI-driven research methodologies
• Collaborative and international work environment
• Access to modern analytics, research, and enterprise platforms
• Strong career growth in a fast-scaling global organization
• Direct exposure to executive leadership and strategic decision-making