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Senior Research & Insights Manager

  • Senior
  • Hybrid, 
  • Office
  • Multiple locations Show all

As the Customer Research & Insights Manager, you will lead the development of a forward-looking insights strategy that not only supports internal initiatives but also anticipates market shifts, technological disruptions, and customer churn risks. You will play a key role in identifying growth opportunities by understanding both current and potential customers. Success in this role means delivering meaningful, actionable insights that drive strategic decisions and improve customer experience across the business.

Your tasks

  • Develop and lead a continuous customer research and insights program, including trend analysis, market research, competitor benchmarking, and Voice of Customer initiatives
  • Monitor and interpret market and industry trends to inform strategic planning and innovation
  • Stay abreast of AI and emerging technologies, evaluating their potential to disrupt customer experience and identifying opportunities to integrate AI-driven insights
  • Design and implement churn prediction models and frameworks to identify at-risk customers and support proactive retention strategies
  • Conduct research with non-customers to understand barriers to adoption, brand perception, and unmet needs
  • Establish structured frameworks for managing and prioritizing research requests from local and central teams
  • Deliver insights in a clear, actionable format that supports decision-making and inspires stakeholder engagement
  • Collaborate with internal teams (e.g., Marketing, Product, UX, Customer Care) and manage external research agencies as needed
  • Deploy and socialize regular customer experience surveys to ensure consistent measurement and visibility of CX performance

Requirements

  • At least 8 years of experience in customer experience research and insights
  • Fluency in English, both verbal and written, with experience working in an international environment
  • Expertise in qualitative and quantitative research methodologies
  • Good knowledge of Voice of Customer (VoC) programs
  • Ability to synthesize customer feedback into actionable insights
  • Proficiency in managing insight projects end-to-end
  • Familiarity with CX metrics (e.g., NPS, CSAT, CES)
  • Strong communication and stakeholder engagement skills that can influence across functions and levels
  • Passionate about leveraging data to improve customer experience
  • Curious and forward-thinking, with a strong grasp of market dynamics and innovation
  • Willingness to travel to central and local offices as needed
  • Fluent Polish required
  • Residing in Poland required

Job no. 250606-G9B7I

As the Customer Research & Insights Manager, you will lead the development of a forward-looking insights strategy that not only supports internal initiatives but also anticipates market shifts, technological disruptions, and customer churn risks. You will play a key role in identifying growth opportunities by understanding both current and potential customers. Success in this role means delivering meaningful, actionable insights that drive strategic decisions and improve customer experience across the business.

Your tasks

  • Develop and lead a continuous customer research and insights program, including trend analysis, market research, competitor benchmarking, and Voice of Customer initiatives
  • Monitor and interpret market and industry trends to inform strategic planning and innovation
  • Stay abreast of AI and emerging technologies, evaluating their potential to disrupt customer experience and identifying opportunities to integrate AI-driven insights
  • Design and implement churn prediction models and frameworks to identify at-risk customers and support proactive retention strategies
  • Conduct research with non-customers to understand barriers to adoption, brand perception, and unmet needs
  • Establish structured frameworks for managing and prioritizing research requests from local and central teams
  • Deliver insights in a clear, actionable format that supports decision-making and inspires stakeholder engagement
  • Collaborate with internal teams (e.g., Marketing, Product, UX, Customer Care) and manage external research agencies as needed
  • Deploy and socialize regular customer experience surveys to ensure consistent measurement and visibility of CX performance

Requirements

  • At least 8 years of experience in customer experience research and insights
  • Fluency in English, both verbal and written, with experience working in an international environment
  • Expertise in qualitative and quantitative research methodologies
  • Good knowledge of Voice of Customer (VoC) programs
  • Ability to synthesize customer feedback into actionable insights
  • Proficiency in managing insight projects end-to-end
  • Familiarity with CX metrics (e.g., NPS, CSAT, CES)
  • Strong communication and stakeholder engagement skills that can influence across functions and levels
  • Passionate about leveraging data to improve customer experience
  • Curious and forward-thinking, with a strong grasp of market dynamics and innovation
  • Willingness to travel to central and local offices as needed
  • Fluent Polish required
  • Residing in Poland required

Job no. 250606-G9B7I

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