Manager, AI-Enabled Research & Voice of Customer

Manager, AI-Enabled Research & Voice of Customer

Atlanta, Georgia

New Hire (FTE US)

Commercial Excellence & Revenue Enablement

Experienced

As the world's leading change and transformation consultancy, we're helping businesses move from strategy to reality by taking a pragmatic and practical approach to build solutions that last. We're seeking a Manager, AI-Enabled Research & Voice of Customer in our Atlanta, GA office to help modernize how the firm discovers, synthesizes, and activates insight. This role will lead high-impact research and intelligence programs across the Strategy & Growth team, Commercial Enablement, Knowledge + Research, Marketing, Practices leadership, and client-facing teams, combining rigorous primary and secondary research with builder-level AI capabilities, business intelligence, and strong Voice of Customer leadership.

SUMMARY:

As part of the Strategy & Growth team, the Research Manager will drive end-to-end research delivery, from research design and survey development to market intelligence, competitive intelligence, executive-ready storytelling, and VoC / PSAT program leadership. The role will also build scalable AI-enabled research workflows, including prompt libraries and agents, automated intake and synthesis processes, repeatable research playbooks, and human-in-the-loop quality controls that improve speed, consistency, and insight quality while maintaining research rigor.

KEY RESPONSIBILITIES:

A) AI-enabled research, synthesis, and workflow automation

• Build, test, and maintain AI-enabled research workflows that accelerate market scans, competitive intelligence, account research, trend synthesis, and executive insight development.
• Partner to develop and mature business intelligence and research agent capabilities to enhance insight generation.
• Partner across teams to identify repeatable research workflows that can be automated or scaled.
• Design and manage reusable prompt libraries and agents, research templates, synthesis frameworks, and quality-control checklists.
• Use enterprise-approved AI tools to summarize, classify, and synthesize structured and unstructured inputs while validating outputs against source materials.
• Maintain intake, triage, synthesis, and reporting processes for research requests.
• Apply responsible AI practices, including human review, bias awareness, privacy considerations, and source validation.

B) Voice of Customer (PSAT) leadership

• Drive the firm's project-level client satisfaction (PSAT) program, our primary vehicle for assessing client satisfaction
• Design surveys, manage fielding, analyze results, and deliver insights.
• Synthesize structured and unstructured client feedback into actionable themes and recommendations.
• Proactively facilitate time-sensitive closed-loop feedback processes, especially for detractors and priority accounts.
• Produce executive-ready readouts, industry summaries, and account-level insights.
• Confidently present findings and insights in a clear and compelling way to stakeholders at all levels within the business.
• Partner with Strategy & Growth team, Commercial Enablement, Marketing, Portfolios, and account teams to embed VoC insights into growth and client experience strategies.

C) Traditional research and intelligence

• Design and execute secondary research strategies (market scans, account intelligence, etc.).
• Deliver competitive intelligence, industry trends, and account insights.
• Build dashboards, visuals, and compelling narratives for senior stakeholders.
• Connect insights across research, VoC, account data, and market signals.
• Manage research vendors, subscriptions, and expert network relationships.

Crosstrain with Knowledge Management colleagues to support KM needs when capacity or business priorities require.

IDEALLY, WE'D LIKE:

• 5+ years of experience in market research, customer insights, Voice of Customer, or related field.
• Strong experience in survey design, analysis, and executive storytelling.
• Practical experience using AI tools for prompting, synthesis, and workflow acceleration.
• Strong analytical skills (advanced Excel; data interpretation).
• Experience leading VoC / client satisfaction programs (e.g., PSAT, CSAT).
• Ability to translate data into clear, actionable insights.
• Strong stakeholder management and communication skills.

Preferred qualifications:

• Professional services or consulting experience.
• Experience with data visualization tools (e.g., Power BI).
• Experience analyzing open-text feedback and customer sentiment.
• Experience building reusable research assets or playbooks.
• Familiarity with workflow automation tools and knowledge platforms.
• Understanding of responsible AI practices.

Tools & technology expectations:

• Survey platforms (supporting PSAT / VoC programs)
• CRM systems (e.g., Salesforce)
• Data analysis and visualization tools (Excel, Power BI)
• Enterprise AI tools (e.g., Microsoft Copilot, Claude)
• Workflow / automation tools (e.g., Power Automate, SharePoint)

Competencies:

• Research approaches and strategy
• Insights generation
• VOC approaches
• AI-enabled workflow design and application
• Stakeholder collaboration and influence
• Analytical thinking and insight generation
• Communication and storytelling
• Adaptability and continuous improvement mindset

Expectations:

• Productivity: Delivers high-quality work within expected timeframes.
• Accuracy of Work: Ensures precision and quality in content, data, and outputs.
• Business Acumen: Aligns KM activities with business priorities and client value.
• Relationship Management: Builds strong partnerships through responsiveness and collaboration.
• Communication: Provides clear, effective messaging across formats and audiences.
• Cultural Awareness: Demonstrates alignment with North Highland's values and collaborative culture.

Applicants must be authorized to work in the United States, without the need for visa sponsorship by North Highland. Work visa sponsorship will not be provided, either now or in the future, for this position. North Highland is an equal opportunity employer, and we adhere to all applicable laws and regulations to ensure a fair and equitable workplace. All qualified applicants will receive fair and impartial consideration without regard to race, color, sex, gender identity, religion, national origin, age, sexual orientation, disability, veteran status, or any other characteristic protected by law. We handle all information in accordance with local privacy standards and maintain strict confidentiality.