Director, Customer Insights – Knowledge Strategy

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee comprehensive project management of CX partner pilot initiatives, guiding them from inception to implementation, evaluation, scaling, or transition.

• Create project plans featuring distinct milestones, success metrics, stakeholder alignment, and mechanisms for feedback.

• Assess the effectiveness of CX partner pilots, pinpointing strategic opportunities for refinement, scaling, or transition.

• Provide concise and actionable communication to key stakeholders, ensuring alignment and informed decision-making at every phase of the project lifecycle.

• Implement project modifications based on testing outcomes and stakeholder feedback.

• Offer strategic recommendations concerning pilot continuation, operationalization, or sunset decisions.

• Collaborate across functions to transition successful CX partner pilot programs to long-term owners, complete with clear documentation and knowledge transfer.

• Navigate through ambiguity while balancing strategic vision with operational execution.

• Analyze data across CX functions, including surveys, questionnaires, customer feedback, implementation data, and performance metrics.

• Detect trends that facilitate the achievement of CX KPIs and inform organizational decision-making.

• Design and enhance surveys, questionnaires, and research methodologies to boost the quality and usability of insights.

• Synthesize complex quantitative and qualitative data into actionable recommendations for leaders and stakeholders that bolster CX KPI achievement.

• Monitor trends and outcomes over time to evaluate impact and identify opportunities for continuous improvement.

• Develop organizational research strategies and scalable insight frameworks.

• Create clear, compelling, and visually engaging presentations, reports, memos, and strategic documentation grounded in CX data analysis.

• Communicate findings and recommendations to internal stakeholders, including executive leadership.

• Support leadership decision-making through concise, data-informed storytelling and recommendations that enhance CX KPI performance.

• Prepare project plans with defined feedback mechanisms prior to finalizing research initiatives.

• Maintain organized systems for ongoing knowledge management, documentation, and sharing of CX insights.

• Translate CX research findings and implementation insights into impactful narratives and content that support thought leadership efforts, both internally and externally.

• Collaborate with Marketing and Public Affairs to ensure that research-backed insights inform strategy and strengthen the market positioning of Amplify's offerings for both internal and external audiences.

• Develop foundational documentation and research-backed content, such as detailed case studies, drafts for white papers, presentations, etc., for use in strategic customer-facing materials and internal communications.

• Prepare and present high-level presentations and documentation that highlight organizational impact, implementation success, and CX excellence for key external stakeholders.

• Ensure that external-facing content is consistent with Amplify branding and organizational priorities.

⛳️ Requirements

• Bachelor’s Degree or equivalent relevant work experience.

• 5-7 years of experience in research, analytics, strategy, customer insights, education, or related fields.

• Proven experience leading complex cross-functional projects in educational settings, from concept through implementation.

• Strong background in survey design, data analysis, research methodologies, and insight development.

• Proficiency in executive-level communication, presentation design, and stakeholder engagement.

• Experience in developing both internal and external strategic communications and reports.

• Demonstrated success in formulating organizational research strategies and impact frameworks.

• Strong project management and organizational leadership capabilities.

• Experience presenting to executive leadership and board-level audiences.

• Exceptional verbal, written, and presentation communication skills.

• Proven ability to influence and collaborate effectively with senior leaders and cross-functional stakeholders.

• Willingness to travel nationally (not expected to exceed ~20% annually).

🏝️ Benefits

• 401(k) plan.

• Competitive health insurance and mental health options.

• Basic life insurance.

• Paid time off.

• Parental leave.

• Access to best-in-class development programs.