Director of Customer Insights, Higher Ed

What You will Do

We’re looking for an experienced Customer Insights leader with a track record of successful collaboration across functional areas to deliver timely, meaningful, actionable, insights about the customer experience. The Customer Insights Director will report to the VP Customer Experience and will be a pivotal leader in building our Customer Experience function and practice at Pearson.

Our Customer Insights Director will work with all levels of the organization to bring customer insights and empathy into actions that deliver business results. This leader will have both breadth and depth of responsibilities and will be a visible, credible, data-centric decision-maker who helps to prioritize dour customer needs into business requirements for improvements to our products and process and build raving fans among our customer base. At its core, this role will partner with business leaders to help them learn more about our customers needs and desires.

Role Responsibilities

Researcher. Collaborator. Analyst. Communicator. CX Innovation Leader. Pragmatist

CX Innovation Leader

Customer insights are a catalyst for innovation and action within any thriving business. Insights provide consistent, reliable fuel for change to meet evolving customer needs. The CX Insights Director for Higher Ed will generate practical, actionable customer insights for the business across all customer roles, B2B and B2C. These insights will be used to advance our product offerings, our process capabilities, our tooling for service and support, and our brand affinity among key customers such as educators and students.

Driver of Research Advancement

Our Customer Insights Director will have a command of several qualitative and quantitative research methodologies and vendor relationships that allow for both quick and detailed insights depending on internal business needs. The leader will be responsive to internal customer demands for insights initially and then will progressively become more proactive and predictive with generation of insights as our capability expands.

Research needs span from NPS data collection and analysis, to product and process feedback, to competitive intelligence. Research may be conducted through focus groups, observations, online tools, surveys, sentiment analyzers, and an array of evolving insights engines. The successful Director will be able to identify appropriate research tools and methods for the situation and bring tools, vendors, analytical frameworks, and data visualization that brings the customers’ experiences to life within Pearson.

End-to-end Insights Owner

The insights leader will be accountable for all aspects of the research process from design to execution to analysis, and communication of results. Results will be shared with a variety of audiences from executive to individual contributor, and the ideal candidate will tailor the content and complexity of findings appropriately to the audience.

The ideal candidate will also possess the business and industry acumen to evaluate internal requests for research, provide an efficient, practical approach to gleaning the needed insights, and be able to effectively prioritize among requests to achieve the highest impact insights with the least interference to customers.

Collaborator

The Director will collaborate effectively within the enterprise to share data and tools with other divisions for the betterment of Pearson and our customers. Collaboration includes maintaining customer fatigue rules, sharing research best practices, and advancing enterprise toolkits for insights capabilities.

This position will report directly to the VP of Customer Experience and Operations in the Higher Ed division.

Track Record of Success in the Following Areas:

• 7 years relevant experience including demonstrated track record in creation and use of customer insights,
• End-to-end ownership of customer insights function
• Qualitative and quantitative research experience in a business context
• Demonstrated analytical acumen
• Demonstrated business acumen
• Prior roles with accountability for delivering customer insights
• Effective leadership presence and influence with senior leaders

The anticipated starting beginning salary for candidates expressing interest in this position is $120K. This position is eligible to participate in an annual incentive program. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

Qualifications

• Bachelor’s degree in relevant discipline
• Project management experience (Plus)
• Higher education industry expertise
• Vendor relationship management skills
• Ability to serve as an internal consultant to business leaders who need insights about customers
• Excellent communicator of customer data, including via presentations, internal comms platforms
• Creative communication media is a plus (video, social, audio editing, etc.)

Job: EFFICACY

Organization: Higher Education

Schedule: FULL\_TIME

Req ID: 4525