Position Overview Diligent is looking for a driven, analytical, customer-obsessed leader to establish and grow a customer and market insights function. The Director will establish a best-in-class Voice of Customer (VOC) program, including market and competitive intelligence. The role will also be responsible for supporting the prioritization of programs in response and in anticipation of customer needs expressed in the VOC program. This role is highly collaborative, maintaining regular touchpoints with our Product Marketing, Customer Success and Support, Product, UX and Marketing teams. The Director will leverage findings on our customers and the market to inform our product roadmap, focus areas for our support function, marketing strategy, and much more. The Director is passionate about using data and insights to improve the customer experience and is a masterful communicator, comfortable presenting findings across the organization from product managers and marketers to the CEO and commercial leaders. Diligent is undergoing CRM transformation, and this Director will be responsible for informing opportunities to use intelligence to surface customer feedback and sentiment at critical steps along their journey with us. The Director of Market and Customer Insights role will be a critical leadership role within the extended marketing team, reporting to the Vice President, Customer Experience. This role will be expected to build new quantitative and qualitative mechanisms to help us better understand how we are performing with our customers, partnering with our Customer Experience team to unify and automate customer insights, and ensure the company has a consolidated view of the market. Candidates will have experience managing senior stakeholders, working across the company to uncover customer insights, and be relentless champions for the customer. They will also be comfortable with several facets of research, including quantitative research studies, working with external vendors, and collaborating with the UX / Design team to inform market and user research studies. This is a great opportunity to establish a function in a rapidly growing company. Key Responsibilities Own the Voice of the Customer (VOC) program, in close collaboration with product marketing and customer experience Scope, conduct, and oversee our Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) surveys in partnership with an outside research agency and in lock step with the strategy for automated digital transformation (moving CSAT and NPS from emailed relational surveys to an automated, actionable program) Manage day to day operations with vendors and outside agencies to synthesize and deliver key findings and action items for the team Lead a set cadence of research and analysis in 2022 and shape the go-forward plan for customer research starting in 2023 Maintain best in class program hygiene, with thoughtful stakeholder management planning and facilitating prioritization of actions in response to customer feedback Manage an existing competitive research function and incorporate findings into the broader narrative of how we are performing with our customers Leverage both customer and market research to identify competitive advantage and support our win rates in market Maintain repository of Market & Customer Insights, in collaboration with Customer Experience Develop a format and cadence to communicate your insights and findings to teams across the globe, including quarterly workshops and presentations to senior leadership Required Skills/Experience: Bachelor's degree in Business or Marketing or equivalent work experience 8-10 years of experience in a similar role, preferably at a B2B SaaS company Experience in customer research methods, including survey creation, analysis, and segmentation Experience with customer journey mapping, using Jobs to be Done frameworks to tell the customer story Ability to grasp and simplify complex industry, product, and customer concepts Ability to build relationships and work effectively with executive leaders across functions Ability to present clear, actionable insights that guide company and customer decisions Ability to oversee multiple workstreams and execute all tasks, large or small Ability to work successfully in a quick, agile environment Ability to maintain a customer centric and results oriented focus Proven track record of customer advocacy Positive, energetic attitude and initiative, with strong work ethic Strong interpersonal and communication skills Bias towards critical thinking, expertise, and action FLSA STATUS: Exempt