Senior Researcher, VoC & Insights

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

📋 Description

• Design, implement, and deliver comprehensive customer insights workflows that include CSAT trackers, relationship NPS, Semi-Annual Customer Research (SACR), automated feedback loops (both product and CSAT-based), and targeted B2B research.

• Manage a Diverse Research Portfolio: Oversee the entire process from initial brief to final delivery, which includes vendor selection, fieldwork management, quality assurance, data analysis, and executive reporting.

• Collaborate directly with Platform Intelligence, Product, Rev Ops, CX, and Finance teams to align operational data with customer sentiment.

• Assist the Data team in exploring and validating emerging research methodologies for our customers, such as AI-moderated interviews (AIMI) and Synthetic Data matching/boosting.

• Lead the strategy, commercial negotiations, and feature implementation of enterprise feedback tools (e.g., Qualtrics, Forsta, Alchemer). Ensure seamless integration with essential CRM and operational systems (Salesforce, Clari, HubSpot).

• Consolidate multi-source quantitative and qualitative datasets into clear, prioritized insights for the Executive Leadership Team (GLT) and the Board to integrate customer sentiment into the long-term go-to-market strategy.

• Serve as the main representative for customer interests by offering expert advice to the CXO and organizational leadership on client needs and perceptions, aiding in the development of product roadmaps and commercial strategies.

• Supervise closed-loop feedback processes (including the customer re-engagement framework and automated Slack escalations) to proactively relay platform and product feedback to R&D, help mitigate churn, support critical customer migrations, and resolve account issues.

⛳️ Requirements

• Over 8 years of progressive experience in leading Customer Insights, Market Research, or Behavioral Data Science initiatives.

• Demonstrated experience in managing market research for a firm or brand, with a preference for B2B focus.

• Strong understanding of classical quantitative methods (survey scripting, sampling matrices, structural variations) combined with qualitative management skills.

• Knowledge of emerging AI-enabled methodologies, including AI personas, virtual twins, and predictive data clones.

• Practical experience in executing multiple NPS and CSAT programs and driving measurable enhancements in product feedback metrics.

• Proven track record of managing 30–45+ research projects each year and overseeing customer feedback programs or communities with measurable advocacy results.

• Familiarity with dashboarding tools such as Omni or Power BI to facilitate the accessibility of insights across the organization.

• Experience in vendor selection and managing external fieldwork partners.

• Understanding of competitive intelligence and market sizing in B2B SaaS sectors.

• Expertise in core feedback platforms (Qualtrics, Forsta).

• High proficiency with pipeline and interaction tracking tools (Salesforce, Clari, HubSpot, Slack).

🏝️ Benefits

• Health insurance

• Professional development opportunities