INSIGHT DIRECTOR – SERVICE MANAGEMENT GROUP 277 views

 Key Responsibilities:

• Ensures customer retention and service tier upsell by giving the clients the motivation to move up
• Becomes an expert in the client’s industries through leading industry research and cross-client analysis
• Designs and implements organizational insights roadmap through consulting on recommended business changes and annual insight plans
• Partners with research analysts to harvest complex datasets into specific insights based on relevant business questions, targeted to the client story being presented
• Develops the insights story in a way that moves clients to action with plans to execute the recommendations
• Creates high quality, polished consulting-style presentations decks by editing the presentations provided by analysts
• Delivers live presentations of the insight stories to senior leaders in a compelling and comprehensive manner
• Leads and mentors junior team members to create comprehensive analysis plans, craft meaningful, actionable insights and find key story points with minimum waste
• Drives team accountability to ensure deliverables meet and exceed client expectations
• Influences SMG product and technology strategies through feedback from clients or identified XM reporting and insight trends
• Produces annual insights plans aligning the client’s strategy to the contracted deliverables

• Bachelor’s degree in business, business management or similar
• Strong knowledge of the customer and employee experience space and industry vertical experience
• 10+ years of relevant business experience
• Expert at developing and presenting insights for executive audiences
• Outstanding presentation delivery skills and charisma
• Critical thinking and ability to find important, customer-specific insights in a larger set of abstract data
• Experience of leading and developing a team

What we offer to our talent:

• This is a fully remote, permanent, full-time position.
• You can work from anywhere.
• Unlimited paid leave and 14 weeks of paid parental leave offered to all our associates globally.
• Ample opportunities to learn and grow.
• Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.