Responsibilities

• Owns development and management of an annual research/insight plan across Voice of Customer, competitive intelligence, and market intelligence — aligned to product development, positioning, pricing, launch, competitive differentiation, and value proposition needs across the enterprise.
• Leads the design and execution of research studies; advises product marketers, product managers, and business leaders on the best methodologies to generate decision-quality insights.
• Sifts through large volumes of data across multiple sources to pinpoint the most critical business insights and translate them into recommended actions.
• Owns the process for evaluating, purchasing, and utilizing third-party market research reports.
• Designs and leads execution of routine sales team surveys in partnership with distribution and business development.
• Publishes insights to the leadership team on a routine cadence, including trends, business implications, and recommended actions; leads the presentation of findings to key stakeholders.
• Represents the Insights CoE in strategic planning cycles, launch planning, and business reviews.
• Works in partnership with the International team to ensure research and Customer Experience initiatives are aligned (vendor management, process, format, tools, etc.).
• Partners with Legal and R&D on patent-related customer research to assess customer-valued features.
• Owns the development, launch, and continuous evolution of a comprehensive Rite-Hite CX program, including CSAT, cNPS, relationship and transactional surveys, and closed-loop follow-up processes.

Requirements

• Bachelor's degree in Marketing, Business, Market Research, or a related field required.
• 7-15+ years of related experience in customer or business insights, market research, customer experience, or a related field, with 5+ years in a formal people management role.
• Demonstrated experience building, scaling, or substantially maturing a CX program (CSAT, NPS/cNPS, journey mapping) in an enterprise environment.
• Demonstrated experience managing external research vendors and portfolio budgets.
• Experience with Qualtrics (or comparable survey platform), marketing analytics tools, and AI-assisted research and synthesis tools.
• B2B environment experience preferred; multi-business-unit or multi-channel environment experience strongly preferred.

Preferred

• Advanced knowledge of research methodologies (qualitative, quantitative, focus groups, AI-assisted research) and the ability to advise business partners on the right approach to achieve outcomes.
• Advanced understanding of customer experience program design, measurement, and continuous improvement — including CSAT, cNPS, journey mapping, and closed-loop processes.
• Executive presence: clearly and succinctly communicates to the leadership team and across the organization; represents the CoE credibly with senior leaders.
• Strong analytical and problem-solving skills; leads formal problem-solving activities (problem definition, data and pareto analysis, root cause, solutioning, and measures) for key marketing and CX metrics.
• Demonstrated ability to translate research and CX data into operational improvements and business decisions.
• Demonstrated people leadership and vendor management expertise.
• Cross-functional influence: builds trust with senior leaders, partners with International colleagues, etc. without direct authority over them.
• Sound business judgment: prioritizes the research and CX portfolio against the highest-leverage business decisions and manages trade-offs across competing stakeholder requests.
• Comfort operating in complex, matrixed, and geographically distributed environments.
• Ability to plan, organize, and prioritize across multiple concurrent programs to meet deadlines.

Benefits

• Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.
• Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.
• Time for You: Paid holidays, vacation time, and personal/sick days each year.
• Join us and build a career where you’re supported – at work and beyond.