Customer Experience Insights Manager
$108,000–$148,500 year
On-siteParsippany, New Jersey, United States
Job Summary
Design and implement scalable methodologies for capturing and translating the Voice of the Customer across multiple enterprise touchpoints. Own the end-to-day execution of the CX insights roadmap, including requirement gathering, methodology definition, and participant recruitment for qualitative and quantitative research. Lead cross-functional workshops, focus groups, and ideation sessions to uncover operational friction and drive customer-led strategic decisions. Partner with internal teams to architect end-to-end Customer Journey Maps that inform marketing, sales, product, and operations strategies. Govern the structure and standard classification of CX data within the central repository to prevent informational silos. Manage agency partners and research service providers to ensure consistent tool standardization and unbiased data integrity. This role operates within GAF's Customer Experience Office, partnering with the centralized insights network to ensure findings are seamlessly communicated across the business.
Required Qualifications
- Bachelor's Degree or advanced degree, preferably with a focus in Statistics, Research, Psychology, Cognitive Science, Anthropology, Human Factors, HCI/CS, Marketing, General Management, or related fields
- 7+ years of related experience in customer experience research, user experience research, marketing research, marketing analytics, or management consulting
- Experience with a broad range of CX/Marketing Research tools and technology, including online insights and VoC management platforms
- Proven capability in creating customer journey maps, service blueprints, or other analytical visual models used to effectively convey the customer perspective to cross-functional teams
- Experience with quantitative research (survey design, response effects, sampling, crosstabs, statistical concepts) and qualitative/user-centered design methods (individual and group interviews, diary studies, direct observation, think-aloud usability testing)
- Excellent communicator (both written and verbal) with strong business acumen, relationship building, and stakeholder management skills
- Proven ability to synthesize complex insights into compelling narratives for executive leadership
- This position is based in our Parsippany, NJ corporate headquarters which currently operates on a hybrid in-office schedule
- Though employees are welcome to work in our office on Friday, this position must be performed in-office on Monday through Thursday, with the option to work remotely from the employee's home office on Friday
- Up to 30% travel
- If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit)
Desired Qualifications
- Master's degree preferred
- Experience working in the Building Materials space or adjacent complex, multi-audience industries strongly preferred (e.g., managing B2B and B2C dynamics across contractors, owners, and distributors)
- Professional certifications in Customer Experience (CCXP), Marketing Research, or User Experience Research preferred
- Effective facilitation and moderation skills for leading cross-functional workshops or qualitative customer sessions
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.