Customer Experience Insights Manager

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work– we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most. Job Summary The Customer Experience (CX) Insights Manager plays an integral role in establishing GAF as the industry leader by building a clear connection to customer needs and empowering the organization to make customer-led, strategic business decisions. This position has end-to-end accountability for designing, executing, and translating consistent Voice of the Customer (VoC) initiatives within GAF's Customer Experience Office. This highly visible role drives the CX insights and research agenda, managing day-to-day execution while guiding priorities to successfully build and accomplish an aggressive research roadmap. The ideal candidate will act with integrity and leadership, making thoughtful recommendations that differentiate customer "wants" to deliver upon true "needs." They will engage in healthy debate and challenge the status quo across all levels of management—including executive leadership—to ensure the customer is at the center of decision-making. Operating at the intersection of customer strategy and enterprise execution, this role partners with internal teams and the greater centralized GAF insights network. The CX Insights Manager will act as an unbiased subject matter expert, ensuring that all customer feedback is rigorously gathered, systematically stored, and seamlessly communicated to all relevant teams across the business. Essential Duties CX Strategy & VoC Framework Design:

• Strategic Partnership: Partner with cross functionality to represent the CXO and understand/prioritize high level strategy and business needs. Design and implement consistent, scalable methodologies for seeking, capturing, and translating the Voice of the Customer (VoC) across multiple enterprise touchpoints. Integrate frontline employee feedback mechanisms alongside external VoC to capture a holistic perspective of operational friction and customer delivery barriers.
• Insights Subject Matter Expertise: Serve as the in-house expert on research integrity. Ensure that survey designs, feedback-gathering mechanisms, and the translation of data into insights are structurally rigorous, objective, and entirely unbiased.
• Insight Governance & Collaboration: Partner with the centralized insights network to govern the structure and standard classification of CX data within GAF’s central repository. Act as a strategic orchestrator to ensure findings are seamlessly communicated across the business, breaking down informational silos and driving cross-functional adoption.
• Insight Collaboration: Work in lockstep with the centralized insights network and peer insights teams across GAF to ensure all CX insights are systematically stored, organized, and available in our central repository. Actively communicate findings across the business to prevent informational silos.

Research Strategy & Execution:

• Own the CX Insights Roadmap: Partner with internal business owners to define, anticipate, and solidify research needs as the market evolves. Handle the ongoing alignment, resource planning, and socialization of the roadmap with key stakeholders across the organization.
• Insights-Led Engagements & Facilitation: Lead, facilitate, and curate internal and external cross-functional insights engagements, including workshops, focus groups, and ideation sessions. Own the end-to-end delivery (from methodology to action-oriented dissemination) of impactful sessions that illuminate gaps in the customer experience while bringing customer needs to light to drive action.
• Cross-Functional Enterprise Alignment: Serve as the CX insights point person for priority enterprise initiatives, participating in cross-functional teams to ensure customer experience data directly informs broader marketing, sales, product, and operations strategies.
• Journey Mapping & Experience Design: Utilize qualitative and quantitative insights to architect end-to-end Customer Journey Maps that uncover and improve "moments of truth" across the enterprise. Partner with business units to translate these maps into actionable experience design frameworks, closing the loop between data collection and experience optimization.

Project Management:

• End-to-End Project Management: Own day-to-day execution responsibilities for multiple insights projects of varying size and complexity, including requirement gathering, defining research methodologies, participant recruitment, and questionnaire/discussion guide development.
• Vendor and Platform Ownership: Oversee agency partners, research service providers, and outside vendors when additional resources or external perspectives are required. Manage licenses, onboarding, and tool standardization across the function to ensure a consistent, high-level experience.

Qualifications Required Bachelor’s Degree or advanced degree, preferably with a focus in Statistics, Research, Psychology, Cognitive Science, Anthropology, Human Factors, HCI/CS, Marketing, General Management, or related fields required Master’s degree preferred Experience: 7+ years of related experience in customer experience research, user experience research, marketing research, marketing analytics, or management consulting. Tools & Technology: Experience with a broad range of CX/Marketing Research tools and technology, including online insights and VoC management platforms. Journey Mapping: Proven capability in creating customer journey maps, service blueprints, or other analytical visual models used to effectively convey the customer perspective to cross-functional teams. Methodology: Experience with quantitative research (survey design, response effects, sampling, crosstabs, statistical concepts) and qualitative/user-centered design methods (individual and group interviews, diary studies, direct observation, think-aloud usability testing). Communication & Influence: Excellent communicator (both written and verbal) with strong business acumen, relationship building, and stakeholder management skills. Proven ability to synthesize complex insights into compelling narratives for executive leadership. This position is based in our Parsippany, NJ corporate headquarters which currently operates on a hybrid in-office schedule. Though employees are welcome to work in our office on Friday, this position must be performed in-office on Monday through Thursday, with the option to work remotely from the employee's home office on Friday. Qualifications Preferred Industry Experience: Experience working in the Building Materials space or adjacent complex, multi-audience industries strongly preferred (e.g., managing B2B and B2C dynamics across contractors, owners, and distributors). Certifications: Professional certifications in Customer Experience (CCXP), Marketing Research, or User Experience Research preferred. Facilitation Skills: Effective facilitation and moderation skills for leading cross-functional workshops or qualitative customer sessions. Travel Requirements: Up to 30% travel Base salary and/or rate of pay ranges listed are exclusive of fringe benefits and potential bonuses. Individual compensation offers will be determined based on a variety of factors, including but not limited to geographic location, relevant candidate experience and skill, education, and/or qualifications. Base Salary Range: $108,000-$148,500 How We Protect What Matters Most: 1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We're committed to fostering a culture that reflects our values to connect, empower, evolve, and inspire. We offer many opportunities for employees to connect with one another, including through our Employee Resource Groups who focus on education and allyship for all of our employees. GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT. We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace. We are committed to equal employment opportunity on the basis of each candidate's qualifications, experience, and merit, without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).