Customer Insights Manager

Job Summary 

The Customer Insights Manager is responsible for building a deep, evidence-based understanding of customers and using that understanding to influence strategy, priorities, and execution across the business. They lead the customer insights agenda end-to-end, integrating Voice of the Customer (VoC), market intelligence, behavioral/product data, and qualitative research to uncover needs, drivers, pain points, and opportunities.

This role ensures the organization benefits from a clear, comprehensive, and actionable view of customer experience and behavior across the full lifecycle. The Customer Insights Manager develops and maintains a robust insight engine comprising relationship, transactional, and journey feedback, continuous listening, and ad-hoc research. They translate data into compelling narratives and recommendations that improve customer outcomes and deliver against customer, employee, and company KPIs.

As a principal representative of the customer, the Customer Insights Manager uses strong analytical capability and stakeholder influence to drive insight-led decisions. They proactively identify risks to retention or acquisition, quantify root causes, and partner with leaders to prioritize initiatives that measurably enhance experience, adoption, and value.

Key Responsibilities

• Develop and implement a comprehensive Customer Insights strategy that combines VoC, product/behavioral analytics, market trends, and qualitative research to inform business decisions.
• Own and evolve the customer measurement framework (relationship, transactional, and journey metrics), ensuring relevance, statistical rigor, and clear linkage to business outcomes.
• Establish a consistent insight operating rhythm (monthly/quarterly insights, deep dives, and executive readouts) that drives action across functions.
• Design and manage customer research programs including surveys, interviews, focus groups, usability tests, and other qualitative/quantitative methods.
• Build always-on customer listening across touchpoints (support, sales, digital journeys, social/app reviews, community, etc.).
• Partner with Product, Business Analysis, and Commercial teams to integrate customer feedback with behavioral and performance data to identify drivers and root causes.
• Analyze multi-source data to identify key themes, trends, unmet needs, segmentation insights, and opportunities for improvement or growth.
• Create clear, compelling insight narratives, dashboards, reports, and presentations tailored for senior leadership and cross-functional stakeholders.
• Translate insights into prioritized recommendations, including expected customer and business impact, effort sizing, and measurement methods.
• Drive continuous improvement initiatives by working with relevant teams to validate solutions, track impact, and close the loop with customers.
• Monitor customer experience and value KPIs (e.g., NPS/CSAT/CES, adoption, churn risk, loyalty drivers), surfacing early warning signals and growth levers.
• Ensure systematic closed-loop feedback and learning processes are embedded in relevant teams.
• Act as an internal advocate for customers, ensuring customer insight is a core input into planning, prioritization, and trade-off decisions.
• Collaborate with Marketing, Sales, Product, and Customer Support to support positioning, messaging, case studies, testimonials, and go-to-market improvements grounded in true customer needs.
• Train and mentor colleagues on customer insights best practices, data literacy, and using insight to guide decisions.
• Manage relationships with third-party research/VoC vendors and partners, ensuring high quality data, ROI, and continuous innovation.
• Regularly review and update insights processes, tools, and methodologies to ensure effectiveness in a rapidly evolving market.

The Person

• Bachelor’s degree in business, science, or a related field.
• Minimum 5 years experience in customer experience, customer insights, market/consumer research, or analytics, with a proven track record of impact.
• 3+ years experience leading customer research or VoC/insights programs.
• Fluency in English; Arabic is a plus.
• Strong background in both qualitative and quantitative research methods (study design, sampling, analysis, storytelling).
• Exceptional analytical skills with ability to deep-dive into complex problems and use data to drive decisions.
• Experience managing or working in omnichannel contact centers.
• Strong understanding of SaaS/Marketplace solutions.
• Experience with Qualtrics is a plus.

Other Capabilities

• Proven ability to lead insights programs that drive measurable change in customer experience and business outcomes.
• Strong understanding of customer operations, business metrics, and their drivers.
• Excellent stakeholder management and influence skills; able to align diverse teams around insight-led priorities.
• Exceptional data-driven communication: ability to convert ambiguity into clarity and action.
• Comfortable working with structured and unstructured data to build digestible dashboards, visuals, and executive-ready presentations.
• Strong strategic planning and time management skills.
• Excellent project management skills; able to manage multiple concurrent initiatives under tight deadlines.
• Experience driving change initiatives in fast-paced environments.

Behavioral competencies

• Thought leader and vocal advocate for customer needs, grounded in evidence.
• Commercially minded: balances customer value with business impact.
• Analytical and creative problem solver with a can-do attitude.
• Flexible and adaptable to changing priorities; adjusts approach for different audiences.
• Strong team-building and people leadership skills.
• Curious, open-minded, and empathetic listener.
• Highly collaborative and outcomes-focused.