Global Customer Insights Lead

📋 Description

• Establish charter, roadmap, metrics, governance for global customer insights.
• Own company-wide NPS program end-to-end: survey design, driver analysis, executive reporting.
• Partner with Product to surface pain points, inform roadmap, measure impact.
• Lead segmentation, personas, journey analysis, and win/loss research.
• Build a disciplined listening system from interviews, surveys, feedback channels, and usage data.
• Build dashboards and reporting with Looker, Databricks, SQL, and AI-enabled workflows.

🎯 Requirements

• 8+ years of experience in customer insights, NPS/VoC, market research, or B2B SaaS.
• Strategic leader who can operate at executive level while handling detailed data.
• Proven experience building or scaling insight programs, dashboards, operating rhythms, or teams.
• Deep expertise in qualitative and quantitative research methods (interviews, surveys, segmentation, win/loss).
• Strong product partnership with ability to turn customer evidence into roadmap input.
• Proficiency with data/analytics tools, including SQL, Looker, Databricks, and survey platforms.