Director, Customer Insights

The Director of Customer Insights will champion the voice of the customer across ASSA ABLOY Americas—leading a team of research professionals focused on understanding attitudes and behavior, illuminating opportunities, and translating insights into strategic business advantage. The ideal candidate marries a passion for research and a data-driven approach with business intimacy and strategic thinking, providing support for both B2B and B2C business units.

Essential Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. 

Strategic Partnership

• Communication: Serve as a trusted partner to internal clients (Executive Management, Product Management, R&D, Marketing, Sales, Operations, etc.) across the Commercial, Latin America and Residential sub-groups.
  • Fully understand their business objectives, suggesting where/how/when customer insights might improve outcomes.
  • Cultivate and foster deep client relationships to successfully implement projects and drive use of customer insight in decision-making.
    
    
• Vision: Balance current and future information needs to stay ahead of company requirements.
  • Align with senior executives to benchmark NPS, highlighting best practices as well as opportunities for improvement.
  • Continually increase usability of insights by optimizing visualization/storytelling and encouraging sharing throughout the organization.

Department/Research Leader

• Project Management: Lead quantitative and qualitative research projects, including proposals, research design, question guide development, data analysis and reporting.
  • Demonstrate mastery of a wide variety of research methodologies, with a willingness to ‘roll up sleeves’ and participate in execution as needed.
  • Oversee voice of customer initiatives such as NPS/customer satisfaction, user observations/ethnography, IDIs, segmentation, pricing research, etc.
• Team Development:
  • Determine appropriate processes to optimize quality, speed, scalability and efficiency across internal and external resources.
  • Manage and develop VOC team members, giving meaningful feedback to improve staff skills, as well as project success, across varied methodologies.

Entrepreneurship/Business Development

• Thought Leadership
  • Challenge the organization to look for new ways to create value, keeping the business and its managers connected to customers and users so that they understand how to meet or exceed market expectations.
  • Utilize cross-functional leadership and organizational influence to foster a culture of customer centricity.
• Business Development
  • Offer flexible support to accommodate different unit’s needs, from full-service, internal agency to advisory services.
  • Serve as an advocate for Americas VOC team, which deploys unique competences to provide value across 40+ business units.
  • Provide coaching to spread skills, deepen knowledge-sharing, and spread best practices.

Qualifications:

The requirements listed below are representative of the knowledge, skills, and/or abilities required for this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Education:

• BS/BA degree in market research or other social science.  Masters degree preferred.

Experience:

• 10-15 years of market research experience, including client-side leadership positions. Agency experience is a plus.
• 5-7 years of leading collaborative, cross-functional teams, including direct interaction with product management, R&D, marketing, sales and senior management.
• Demonstrated experience applying research findings in a B2B environment. B2C experience is a plus. 
• Demonstrated experience creating impactful presentations, workshops and other activities to inspire action.
• Strong base of creative and analytical skills to assess, interpret and translate from multiple data sources to create cogent stories.
• Flexibility, balanced by resiliency/tenacity.
• Independent thinker, able to also see others’ perspectives.
• Passion for representing user and customer viewpoints.
• Ability to read and comprehend complex instructions, correspondence, and memos in English. 
• Ability to write professional correspondence in English. 
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

We review applications regularly, so don’t hesitate, apply today!

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran

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