Senior Director, Insights & Customer Experience

Rite-Hite; Milwaukee (WI); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Health & Well-being

Financial Security

Time for You

Job summary

Rite-Hite is seeking a Senior Manager, Insights & Customer Experience to lead a team delivering market, customer, and competitive intelligence to guide product development, marketing planning, and enterprise decisions.

You will own the CX program across the enterprise, partnering with sales, service, and business units to define measurement, journeys, and improvements. This role is hybrid (3 days onsite) and reports to the Director of Performance Marketing.

Qualifications

• Bachelor's degree in Marketing, Business, Market Research, or a related field required.
• 7-15+ years in insights, market research, CX, or related field, with 5+ years in people management.
• Experience building/maturing an enterprise CX program (CSAT, NPS/cNPS, journey mapping).
• Experience with external research vendors and portfolio budgeting.
• Experience with Qualtrics and marketing analytics tools; AI-assisted research tools.
• B2B environment and multi-business-unit or multi-channel experience preferred.

Responsibilities

• Lead development and execution of an annual research/insight plan across Voice of Customer, competitive intelligence, and market intelligence.
• Design and execute research studies; advise on methodologies to generate decision-quality insights.
• Translate data into actionable recommendations and communicate to leadership.
• Own the development, launch, and evolution of the Rite-Hite CX program (CSAT, cNPS, journeys, closed-loop).
• Drive CX program adoption and establish governance across Rite-Hite; partner with leaders.

Skills

Market research

Customer Experience

Vendor management

Qualtrics

AI research tools

Leadership

Cross-functional influence

Education

Bachelor's degree in Marketing, Business, Market Research, or related

Tools

Qualtrics

AI tools

Data analysis tools

Job description

Rite-Hite is seeking a Senior Manager, Insights & Customer Experience to lead a team delivering market, customer, and competitive intelligence to guide product development, marketing planning, and enterprise decisions.

You will own the CX program across the enterprise, partnering with sales, service, and business units to define measurement, journeys, and improvements. This role is hybrid (3 days onsite) and reports to the Director of Performance Marketing.