Division Director - Voice of the Customer

Voice Of The Customer Division Director

As the Voice of the Customer Division Director, you will perform the following duties:

• Develop customer research and insights best practices for GSA. Work with research vendors to provide best-in-class research approaches for agility, speed and breakthrough insights. Lead key critical initiatives based on business goals, such as market landscape, customer targeting & positioning, and innovation. Oversee end-to-end design and execution of research and analytics projects (primary and secondary, qualitative and quantitative research).
• Assimilate large amounts of data, interrogate the data to answer our client's most pressing questions, and findings to demonstrate how results will address their business objectives. Drive impact by influencing "so-what's" by making concrete recommendations rooted in deep understanding of customers and businesses based on customer data.
• Work with stakeholders across functions and levels to solve challenging problems and empower the team to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems. Serve as a consultant to senior management and provide expert advice to generate and develop new hypotheses and theories of program components to explore state-of the art practices that increase the efficiency and effectiveness of mission-critical programs.
• Present recommendations, provide briefings, and advice to senior level managers and governing bodies, stakeholder communities on methods to increase the effectiveness of how GSA collects and uses customer sentiment data and how it generates and uses customer insights. Justify and negotiate matters of a significant or controversial matter that governs the management of enterprise infrastructures and business processes.
• Manage the work of multiple, diverse teams simultaneously. Responsible for Division staffing and team performance. Responsible for Division performance plans and reviews. Ensure Portfolio Leads have resources and support to successfully manage their teams. Support and provide input into Annual Recruitment and hiring, talent decisions for Division. Support and monitor Learning and Development for staff.