EVP (Employee Value Proposition)
is seeking a Director of Research & CXi to lead our research practice across primary and secondary research. This person will be tip of the spear for driving ’s multi-billion dollar growth and our clients’ business objectives equally with ownership of scaling ’s customer experience research practice. This is a diverse position that is responsible for growing our research partner base, establishing the research strategic agenda, modernizing our go to market, and executing data-driven research for internal needs and client projects. This position will report into the SVP of CRM and Loyalty|CX Strategic Consulting.
Come join our amazing team and work alongside some of the best and brightest CX practitioners in the business. You'll find startup-like scrum teams, opportunities to collaborate, consumer-style innovation, and the opportunity to enable great experiences to millions of consumers. Your work will matterat scale.
Sample ProjectsConduct research to create personas, attitudinal segments, and journey maps for a retail bank
Identify experience gaps and needs in path to purchase for DTC insurance carrier
Create, disseminate, and deliver recurring industry and competitive reviews for executives in a Quick Serve Restaurant chain
Partner with Loyalty Strategists to assess and score loyalty programs and CX for a specialty retailer
Partner with Loyalty Strategists to identify and test loyalty program earn and burn features and benefits using consumer data and 3rd party online communities for qual
Compile loyalty, marketing, and promotional trends from a variety of free and paid sources on a recurring basis and disseminate findings to broad stakeholder base
Create a research plan to identify, design, test, validate, and pilot a new direct to consumer value prop for a CPG firm across quant and qual
Scope and run projects with respect to resources, approach, methods, deliverables, and external partnerships across small, medium, and large research engagements
Develop and deliver proposals, statements of work, client facing pitches, and relevant case studies for research initiatives that are vertically and client relevant
Partner with internal clients to define research needs/goals and develop the appropriate methodologies and client facing proposals
Conduct secondary research on industries, companies, marketing, loyalty, CRM, and other functional subjects with, analysis, and synthesis of business “so what” actionable takeaways
Lead and implement qualitative and quantitative primary research using proven and innovative methodologies and techniques in partnership with research vendors/partners or on own.
Use 1P and 3P consumer data in combination with primary and secondary research to articulate powerful and impactful stories for our clients and internal stakeholders
Lead the research of new business concepts, new products / services, new technologies, new data and AI/ML methods, and stays on the cutting-edge of innovation across relevant industries.
Work with our digital team to mine social listening data for actionable brand and consumer insights – elevating key trends and issues to cross-functional groups.
Disseminate research findings to various teams through communication assets such as reports, presentations, user journey maps, design principles, frameworks, workflows, day-in-the-life scenarios, and use case summaries
Responsible for keeping key stakeholders updated on market trends and competitor-related happenings around topics of interest.
Apply business-oriented perspective to all conclusions and deliverables, drawing out the 'so what, now what' for stakeholders. Use visuals to explain complex research methodologies and findings in actionable, digestible manner for executive audiences
Qualifications and Experience
Ensure quality of research work, drive research excellence as well as research team compliance with relevant regulations and best practices
Ability to lead research engagements end-end (plan, design, execute and communicate both strategic and tactical direction)
Strong knowledge of qualitative and quantitative primary and secondary research methodologies and their application, especially human-centered and design thinking methods
Ability to answer business questions, drive strategic planning, provide input into personas, identify and size addressable audiences, uncover key product and marketing needs, and inform/execute journey mapping
Have a broad knowledge in primary marketing research (e.g. branding, consumer attitudes and needs, innovation) and the related quantitative methodologies (e.g. Conjoint, MaxDiff, TURF, Key Driver, Segmentation, Van Westendorp etc.)
Experience leading and executing research activities across phases including but not limited to qualitative and quantitative data gathering, contextual inquiry, ethnography, empathy exercises, co-design sessions, synthesis methods, usability evaluations, text analytics, VOC programs, and A/B testing
Significant subject matter expertise and experience with quant and qual human-centered design and design thinking methods
Strong knowledge of statistics and research study design
Experience representing primary and secondary research findings with executive leadership
Experience working on multiple fast-paced research projects across marketing, product, and business use cases
Ability to work successfully with constraints (industry-specific regulations, limited resources), adapt and quickly find successful work-arounds when necessary to meet project goals
Experience managing 3rd-party vendor relationships and successful engagements with vendors
Comfortable operating with and being effective despite ambiguity
Bring a strong "clients first mentality" with high level of customer service
B.A./B.S. required. M.A./M.S. in Human Computer Interaction (HCI), Human Factors, Cognitive or Experimental Psychology, Sociology, Design, Business or a related degree. M.A./M.S preferred
Minimum of 7+ years of research experience
Nice to HaveQualifications and Experience
Experience conducting ethnography, semi-structured interviews, focus groups, contextual field visits, workflow analysis, surveys, usability testing and human factors studies
Experience working with agile design and development teams
Experience applying research to complex martech products and platforms in a technology context
Cognitive /behavioral research and behavioral sciences background
Experience contributing to or leading the growth and maturation of a user research practice in a technology organization
Proven track record influencing product direction and strategy with actionable insights
Bring proven strategies to successfully land and expand big enterprise accounts.
Great People, Deserve Great Benefits
We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.
is an Equal Opportunity Employer. ’s policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. also prohibits harassment of applicants and employees based on any of these protected categories.
will provide accommodations to applicants needing accommodations to complete the application process.
For San Francisco Bay and Los Angeles Areas: will consider for employment
Should you are interested and qualified, please apply in confidence by filling online application form at :