Senior Researcher, VoC & Insights

Responsibilities

• Program & Methodology Architecture: Design, execute and deliver end-to-end statistically robust customer insights workflows spanning CSAT trackers, relationship NPS and Semi-Annual Customer research (SACR), automated feedback loops (product and CSAT based), and specialized B2B research.
• Manage an Extensive Research Portfolio: From brief through delivery, including vendor selection, fieldwork oversight, quality assurance, analysis, and executive reporting.
• Cross-Functional Data Synthesis: Partner directly with Platform Intelligence, Product, Rev Ops, CX and Finance teams to connect operational data with customer sentiment.
• AI & Synthetic Data Innovation: Support the Data team with exploration and validation of our customers' emerging research methodologies, including AI-moderated interviews (AIMI) and Synthetic Data matching/boosting.
• Vendor and Enterprise Tool Management: Direct the strategy, commercial negotiation, and feature deployment of enterprise feedback tools (e.g., Qualtrics, Forsta, Alchemer). Ensure seamless integrations with critical CRM and operational stacks (Salesforce, Clari, HubSpot).
• Executive Storytelling: Synthesize multi-source quantitative and qualitative data sets into concise, prioritized highlights for the Executive Leadership Team (GLT) and the Board to infuse customer sentiment and shape the long-term GTM strategy.
• Reflect our Customer's Voice: Act as the primary representative for the customer by providing expert guidance to the CXO and organizational leadership on client needs and perceptions to inform product roadmaps and commercial strategies.
• Customer Advocacy Programs: Oversee closed-loop feedback processes (such as the customer re-engagement framework and automated slack escalations) to proactively provide platform and product feedback to R&D, help combat churn, support key customer migrations, and unblock accounts.
• Experience: 8+ years of progressive experience leading Customer Insights, Market Research, or Behavioral Data Science programs.
• Industry Background: Proven experience managing market research for a firm or brand, with B2B focus a plus.
• Methodological Expertise: Strong grasp of classical quantitative methods (survey scripting, sampling matrices, structural variations) paired with qualitative management.
• Fluency in AI-Native & Synthetic Research Frameworks: Familiarity with emerging AI-enabled methodologies, including AI personas, virtual twins, and predictive data clones.
• Program Execution: Hands-on experience running numerous NPS and CSAT programs and driving measurable improvements in product feedback metrics.
• Project Scale: Track record managing 30-45+ research projects annually and stewarding customer feedback programs or communities with measurable advocacy outcomes.
• Dashboarding: Familiarity with dashboarding tools such as Omni or Power BI to democratize insights across the organization.
• Partner Management: Experience with vendor selection and managing external fieldwork partners.
• Market Strategy: Familiarity conducting competitive intelligence and market sizing for B2B SaaS markets.
• Technical Stack: Mastery of core feedback platforms (Qualtrics, Forsta). High familiarity with pipeline and interaction tracking tools (Salesforce, Clari, HubSpot, Slack). Ability to master our own platform, the Cint Exchange.
• Education: Bachelor's degree in relevant field, or equivalent experience.
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Benefits

Additional Information

This role leads Cint's Voice of Customer (VOC) and Customer Insights programs to drive measurable business outcomes by translating customer insights into prioritized operational, product, and GTM actions, requiring strong collaboration with executive stakeholders to ensure adoption and accountability Reporting directly to the Chief Experience Officer (CXO), this leadership position helps to support a customer-centric culture across the organization by partnering closely with all teams, specifically Customer Experience (CX), Commercial and R&D, to embed customer feedback into all decision-making processes and product roadmaps. The ideal candidate will bridge classical market research rigor with the latest methodologies and tools, specifically AI applications to transform high-volume feedback streams into enterprise decision engines.

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