Director Market Research, Customer Experience

Culver City, CA, United States and 4 more (Hybrid) Trending Job Description What makes this role important at Ipsos? As a Director, you will play a key role in building a business, including writing proposals, delivering strategic insights to our clients, and developing and managing quantitative insights programs in the customer experience space. Your work will include a variety of studies requiring sharp time management skills and keen attention to detail. Your day-to-day responsibilities will include managing research/analytics projects from start to finish, working with clients on questionnaire design and reporting, and collaborating with internal teams on sampling, survey programming, data processing and data analytics. You will work closely with senior research staff to assure survey and project accuracy, and to ensure projects stay on schedule, as well as manage junior staff with respect to project deliverables. You will be responsible for preparation and delivery of custom, story-telling style reports that delivery actionable insights to our clients. What you can expect to be doing: Develop and design appropriate solutions for clients, based on research approaches and products that are best suited to meet their needs Write winning proposals Oversee and direct multiple market research projects at once, including but not limited to relationship and transactional customer experience and ad hoc studies Manage and coordinate all aspects of the research process from research design, questionnaire design, pre-field activities, monitoring field and project status, analysis and interpretation of results through the preparation of reports and delivery of presentations Data interpretation and presentation story telling including the ability to draw conclusions/make recommendations from the data results into actionable insights Maintain and strengthen client relationships through exceptional service and strong attention to quality control Understand and address business needs/issues of clients- providing consultation versus order taking A strong focus on financials and account growth Provide day-to-day guidance and coaching to junior team members required What success in this role looks like: This position is a leadership role that will be an integral part of the Customer Experience team. You will work closely with CX leadership to anticipate, interpret, and support client's business needs with innovative tools and resources. The best-suited candidate will be able to lead and manage a team that can successfully gather and interpret data that will drive client business. This might be the job for you if you have: Minimum of 7 years of quantitative CX experience; some supplier/vendor-side experience required Strong quantitative research project management skills Must be able to create questionnaires, sample design, analytical plans and create custom story-telling style analytical reports in PowerPoint Must have the ability to deliver the “so what” in reporting, with foresight into implications of recommendations to clients (e.g., change management, communication, investment required) Solid understanding of CX analytics, including how they should be inserted into program designs, as well as interpretation of output and what that output means for the overall story we are telling our client Experience with customer experience research Experience with platform technology that enables CX insights and activation. Some experience with solutions such as Medallia, Qualtrics, InMoment, or other CX measurement platforms preferred. Experience tying CX to employee experience and enablement is a plus Proven track record of business development Ability to form and maintain significant and ongoing client relationships Ability to deliver strategic insight and expert consultation to clients Self-starter with the ability to successfully collaborate with a virtual team Self-motivated, analytical individual with an attention to detail who strives in a dynamic, deadline-driven environment Intellectually curious with a growth mindset; willing to try new things and continuously evolve Excellent interpersonal skills (verbal and written communication) are necessary for effective development and maintenance of internal and external client relationships Superior organizational, multi-tasking, decision-making and problem-solving abilities Comfortable managing a demanding and multi-faceted workload Background in leading and inspiring teams that work collaboratively with a diverse group of colleagues; must have prior experience managing/leading junior employees Works well in a team environment with colleagues at all levels Knowledge of research methodologies and basic statistical concepts required Proficient with MS Office suite (Word, PowerPoint, Excel) If you don’t meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you’re applying to! In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $110,000 to $120,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications. What’s in it for you: At Ipsos you’ll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture. To find out more about all the great reasons to work at Ipsos, how we’re making an impact around the world, and more about our benefits and employee programs, please visit: Why Work at Ipsos | US Commitment to Diversity Ipsos recognizes the necessity of building an inclusive culture that values each employee’s individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos’ diverse employees who compile and analyze this data—they are the essence of who we are and what we do. We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual. Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability. #LI-Hybrid #LI-AD1 About the Team Customer Experience at Ipsos is All Things Customer . Our mission is to equip our clients with the insights they need to make better decisions about their customer experience investments. We do this through CX research and advisory, cross-channel analytics (digital and physical), and CX performance measurement across the customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible CX recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive customer loyalty, retention and growth. About Us Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we are proud of our continuous efforts in making Ipsos the best place to work! Job Info Job Identification 7138 Job Category Research Posting Date 11/11/2025, 11:05 PM Locations Culver City, CA, United States San Francisco, CA, United States Seattle, WA, United States Chicago, IL, United States Troy, MI, United States (Hybrid) #J-18808-Ljbffr Marketing Management Analytics, Inc.