Director of Product Insights & Consumer Experience

Lasko Products; West Chester (Chester County); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Hybrid work schedule

Dog-friendly headquarters

Job summary

Lasko Products in West Chester, PA or Boston, MA seeks a Product Insights & Consumer Experience Manager to champion the voice of the customer throughout product development. You will partner with Product Management, Engineering, Industrial Design, and Quality to identify opportunities and influence prototypes before tooling investments are made.

Success is measured by proactive consumer insights, improved ratings, reduced returns, and customer satisfaction across the product lifecycle.

Qualifications

• Responsibilities focus on analyzing consumer feedback to identify product issues and opportunities.
• Develop Voice of the Customer reports highlighting drivers of reviews and satisfaction.
• Identify unmet consumer needs for differentiated product innovation.

Responsibilities

• Own analysis of consumer reviews, retailer feedback, warranty claims, returns, and customer service data to identify recurring issues.
• Translate thousands of consumer comments into prioritized opportunities for product improvement.
• Develop "Voice of the Customer" reports identifying drivers of reviews and satisfaction.
• Identify unmet consumer needs that create opportunities for differentiation.
• Build predictive insights about what consumers will value before market launch.

Job description

Product Insights & Consumer Experience Manager

West Chester, PA

Lasko Products, a market leader in home comfort solutions, is seeking a Product Insights & Consumer Experience Manager to work in either West Chester, PA or Boston, MA.

The Product Insights & Consumer Experience Manager will serve as the voice of the customer throughout Lasko's product development process, ensuring consumer feedback directly shapes products before they reach production. This role will partner closely with Product Management, Engineering, Industrial Design, Category Management, and Quality to identify opportunities, uncover potential product shortcomings, and influence prototype development before tooling investments are made and throughout the product lifecycle.

Success in this role will be measured by the ability to proactively identify consumer pain points, influence product improvements early in development, and help launch products that consistently achieve 4.7+ star ratings, reduced return rates, and industry-leading customer satisfaction.

Primary Responsibilities

• Own the analysis of consumer reviews, retailer feedback, warranty claims, returns, customer service contacts, and competitive products to identify recurring product issues.
• Utilize tools to translate thousands of consumer comments into prioritized opportunities for product improvement.
• Develop "Voice of the Customer" reports highlighting the biggest drivers of positive and negative reviews.
• Identify unmet consumer needs that create opportunities for differentiated product innovation.
• Build predictive insights around what consumers will value before products reach market.

Prototype Development & Product Validation

• Partner with Product Management, Engineering, and Industrial Design.
• Influence prototype iterations by validating the consumer journey for ergonomics, usability, features, controls, noise levels, assembly, aesthetics, packaging, and overall customer experience.
• Conduct concept testing, in-home usage testing, prototype evaluations, and consumer feedback sessions before tooling begins.
• Identify potential causes of low customer ratings before products enter production.
• Recommend product enhancements that improve ease of use, perceived quality, and consumer satisfaction while balancing cost and manufacturability.
• Establish a company-wide process for analyzing retailer reviews across Amazon, Walmart, Costco, Home Depot, Lowe's, Target, and other key channels.
• Identify recurring issues responsible for 1-, 2-, and 3-star reviews and partner with cross-functional teams to eliminate root causes.
• Top product complaints
• Positive review drivers
• Star rating trends
• Warranty and return drivers
• Measure the effectiveness of product improvements by tracking changes in star ratings, review sentiment, and customer satisfaction.

Cross-Functional Product Influence

• Serve as the consumer advocate during Stage-Gate and product development reviews.
• Challenge assumptions using consumer data to improve product decisions.
• Provide prioritized recommendations before engineering designs are finalized.
• Influence product requirements based on measurable consumer insights instead of anecdotal feedback.
• Present recommendations to executive leadership with clear business impact.

What Success Looks Like

Success in this role is measured by business outcomes rather than research activity:

• New products consistently launch with a target average rating of 7 stars or higher across key retail channels.
• Consumer issues are identified and resolved during prototype development before tooling and production begin.
• Product teams proactively use Voice of Customer insights throughout the development process.
• Recurring causes of low ratings, warranty claims, and product returns are systematically eliminated from future products.
• Consumer insights directly influence product requirements, feature prioritization, industrial design decisions, and engineering tradeoffs.
• Executive leadership relies on consumer intelligence to prioritize investments and innovation.
• Lasko establishes a repeatable process that turns ratings, reviews, and customer feedback into a competitive advantage.

About Lasko Products

Lasko Products is the leading air solutions brand with a reputation for reliable products, peak performance, and perpetual innovation – our commitment to our customers for over a century. Founded in 1906 by Henry Laskoin Philadelphia, Laskohas evolved for over a century to become the global leader in air solution products. From our roots in small appliances, fans, and portable heaters, we’ve grown to become the leading home comfort company while maintaining our unwavering commitment to quality and value. Today, Lasko stands as a symbol of innovation, offering consumers around the world high-performance products;portable fans, heaters, air purifiers, humidifiers, and home ventilation solutions. Our well-known brands, Lasko, B-Air, BlueDri, Air King, and Guardian Technologies, serve both consumer and commercial markets across North America and internationally.As an American company for 120 years, we take pride in upholding the spirit of hard work, trust and accessibility, ensuring that Lasko remains available to all, for generations to come. Headquartered in West Chester, Pennsylvania, with manufacturing and distribution facilities in Tennessee and Texas, Laskointends to set the standard in the air solutions category for another 100 years.

Our company’s success is based on our culture of GRACE, with five core "Be" values outlining how we live it.

Growth Mindset — Be Bold

• We are never the finished product ─ every failure is a data point, every setback is a setup.

Recognition — Be Together

• We win together. We celebrate together! High performance deserves to be seen − named, specific, remembered.

Authenticity — Be Real

• No masks. No politics. Show up as you are, say what you mean, and mean what you say.

Clear Communication — Be Clear

• Say it plainly. Say it once. Say it to the right person. Clarity is kindness.

Extreme Ownership — Be Accountable

• No blame. No excuses. Own the win and the loss. No exceptions.

Why Join Lasko?

At Lasko, we believe people do their best work when they’re supported ─ personally and professionally. That’s why we offer flexible hours and a hybrid work schedule for our corporate team, promoting employees to balance life and work in a way that fits their lifestyle. Our dog-friendly corporate headquarters adds a fun, welcoming atmosphere, while our competitive salaries with bonus potential recognize and reward your contributions. We also offer a comprehensive benefits package that includes a strong 401(k) match, wellness incentives, and robust health coverage. Join Lasko and be part of a legacy of innovation – at a company that values flexibility, growth, and a culture where you can thrive.

Are you legally authorized to work in the United States (as in, you are a US citizen, US permanent resident, or in the US with a worker's Visa or Employment Authorization)?