Director, Customer Intelligence & VoC Strategy

Eaton; Beachwood (OH); On-site; USD 165,000 - 242,000; Full time

Job summary

Eaton is seeking a seasoned leader to architect and operationalize its global Customer Intelligence and VoC program. You will build an enterprise-wide data and governance framework, coordinate cross-functional teams, and deliver AI-enabled insights to inform growth, experience, and product strategy.

You will influence senior leadership, establish standards, and guide a multi-year roadmap to embed customer intelligence across marketing, product, sales, and operations.

Qualifications

• Bachelor's degree in Business, Marketing, Analytics, Market Research, Statistics, or related field; advanced degree preferred.
• 15+ years of experience in customer intelligence, market research, VoC, customer experience, analytics, product marketing, strategy, or related commercial leadership roles.
• Proven success influencing senior leaders within a complex global organization.
• Expertise in customer intelligence programs, research methodologies, marketing analytics, AI-driven insights, data governance, and executive storytelling.

Responsibilities

• Define and lead Eaton’s global Customer Intelligence and VoC strategy, operating model, governance framework, and multi-year roadmap.
• Establish enterprise standards, processes, and executive review mechanisms for collecting, prioritizing, and acting on customer insights.
• Lead a cross-functional Customer Intelligence Council to convert customer and market signals into business actions.
• Develop a unified customer intelligence architecture integrating customer feedback, digital engagement, CRM data, market research, sales insights, and external market signals.
• Build AI-enabled capabilities to capture, analyze, and distribute customer intelligence at scale.
• Advise senior leaders on growth opportunities, customer experience improvements, product strategy, pricing, commercial effectiveness, and market priorities.
• Own VoC methodologies, research standards, data governance, privacy compliance, and vendor management.
• Advise on the strategic planning process ensuring customer intelligence informs segment priorities, campaign investment, product messaging, demand generation and market opportunity choices.
• Define program success metrics and drive adoption of customer intelligence as a core business capability.

Skills

Customer intelligence

VoC

AI-driven insights

Executive storytelling

Cross-functional leadership

Stakeholder management

Strategic thinking

Education

Bachelor's degree

Job description

Eaton is seeking a seasoned leader to architect and operationalize its global Customer Intelligence and VoC program. You will build an enterprise-wide data and governance framework, coordinate cross-functional teams, and deliver AI-enabled insights to inform growth, experience, and product strategy.

You will influence senior leadership, establish standards, and guide a multi-year roadmap to embed customer intelligence across marketing, product, sales, and operations.