Senior Manager, Insights & Customer Experience

EDUCATION and EXPERIENCE

• Bachelor's degree in Marketing, Business, Market Research, or a related field required.
• 7-15+ years of related experience in customer or business insights, market research, customer experience, or a related field, with 5+ years in a formal people management role.
• Demonstrated experience building, scaling, or substantially maturing a CX program (CSAT, NPS/cNPS, journey mapping) in an enterprise environment.
• Demonstrated experience managing external research vendors and portfolio budgets.
• Experience with Qualtrics (or comparable survey platform), marketing analytics tools, and AI-assisted research and synthesis tools.
• B2B environment experience preferred; multi-business-unit or multi-channel environment experience strongly preferred.
• KNOWLEDGE / SKILL REQUIREMENTS
• The ideal candidate will demonstrate:
• Advanced knowledge of research methodologies (qualitative, quantitative, focus groups, AI-assisted research) and the ability to advise business partners on the right approach to achieve outcomes.
• Advanced understanding of customer experience program design, measurement, and continuous improvement — including CSAT, cNPS, journey mapping, and closed-loop processes.
• Executive presence: clearly and succinctly communicates to the leadership team and across the organization; represents the CoE credibly with senior leaders.
• Strong analytical and problem-solving skills; leads formal problem-solving activities (problem definition, data and pareto analysis, root cause, solutioning, and measures) for key marketing and CX metrics.
• Demonstrated ability to translate research and CX data into operational improvements and business decisions.
• Demonstrated people leadership and vendor management expertise.
• Cross-functional influence: builds trust with senior leaders, partners with International colleagues, etc. without direct authority over them.
• Sound business judgment: prioritizes the research and CX portfolio against the highest-leverage business decisions and manages trade-offs across competing stakeholder requests.
• Comfort operating in complex, matrixed, and geographically distributed environments.
• Ability to plan, organize, and prioritize across multiple concurrent programs to meet deadlines.
• What We Offer
• At Rite-Hite, we take care of our people – because when you’re supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:
• Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.
• Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.
• Time for You: Paid holidays, vacation time, and personal/sick days each year.
• Join us and build a career where you’re supported – at work and beyond.
• Rite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans. We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.