Director, Customer Experience Management

2 months ago

New York, United States Ipsos Full time
Job Description

What makes this role important at Ipsos?

We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day, probably including the browser that led you to this posting, the beverage that is sitting next to you. Pick a sector and we are there, on the ground as trusted advisor to the world's leading businesses on all matters relating to measuring, modeling, and managing customer and employee relationships. We are the recognized market, thought and technology leader in our field. Sound like the right place for your career? Share our passion. Share our success. And join us in being proud to be Ipsos.

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.

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.

This might be the job for you if you have:
  • Bachelor's degree in related field; master's level education an asset
  • Minimum of 7 to 10 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 $100,000 to $115,000. 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-AA1

#LI-Remote

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're proud to share we've received our Great Place to Work Certification in 2022 & 2023

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.

  • Director of Customer Experience

    1 month ago

    New York, New York, United States Rockstar Games Full time

    Job DescriptionJob Title: Director of Customer ExperienceCompany: Rockstar GamesLocation: New York City, USAJob Type: Full-timeSalary: $136,000-$190,000 per yearJob Description:We are seeking a highly experienced Director of Customer Experience to join our Support team at Rockstar Games. As a key member of our global support operations, you will be...

  • Director, Customer Experience Management

    3 weeks ago

    New York, United States Ipsos-Insight, LLC Full time

    What makes this role important at Ipsos? We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day. Pick a sector and we are there, as trusted advisors to the world's leading businesses on all matters relating to measuring,...

  • Director of Customer Experience

    3 weeks ago

    York, United States United CoolAir Full time

    Job Summary The Director of Customer Experience leads the team of customer-facing support personnel. This position coordinates with Sales, Finance, Purchasing, and Technical Service teams to assist independent sales reps and customers with all phases of order entry, processing, shipping, and aftermarket support. Coordination with the Operations team is also...

  • Director, Customer Experience Management

    3 months ago

    New York, United States Ipsos-Insight, LLC Full time

    What makes this role important at Ipsos? We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day, probably including the browser that led you to this posting, the beverage that is sitting next to you. Pick a sector and we are...

  • Director of Customer Experience Operations

    1 month ago

    New York, New York, United States The Leadership Agency Full time

    Job Title: Director of CX OperationsThis is a remote position.We are seeking a seasoned leader to join our dynamic team as the Director of CX Operations. As a key member of our executive leadership team, you will be responsible for ensuring customer service operations are efficient, effective, and aligned with strategic goals.Key Responsibilities:Unifying...

  • Director, Quality

    2 weeks ago

    New York, United States TopView Sightseeing Full time

    Director, Quality & Customer Experience TopView Group, a well-established sightseeing company with over a decade of successful operations in New York City, is currently experiencing rapid growth on a global scale. Powered by in-house technology, TopView Group creates one-of-a-kind experiences for everyone around the world. Our rapidly growing portfolio of...

  • Director of Software Engineering, Customer Experience

    4 weeks ago

    New York, United States Metropolis Inc Full time

    The Company Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and...

  • Customer Experience Manager

    7 days ago

    New York, United States Abacus Group LLC Full time

    Job Summary As our Customer Experience (CX) Manager, you will be responsible for managing a portfolio of Abacus customer relationships to provide guidance on best practices and use of the Abacus platform. Additionally, you will gather intelligence which can be used to enhance the customer experience as it relates to the delivery of our technology...

  • Customer Experience Manager

    3 days ago

    New York, United States Alchemy Insights, Inc Full time

    Our mission is to bring web3 to a billion people, by providing builders with the tools they need to build exceptional onchain products. Alchemy is the only complete developer platform that offers the powerful APIs, SDKs, and tools necessary to build and scale onchain apps and rollups. Our infrastructure powers 70% of the top web3 teams, 90%+ of web2...

  • Customer Experience Manager

    1 week ago

    New York, United States EllaOla Full time

    EllaOla is a premium family wellness brand based in New York City. We developed our products with a team of Harvard dermatologists and pediatricians to create a luxurious science-first, plant-based wellness collection offering the safest and most effective for the whole family. Featured in Harper Bazaar, Glamour, Forbes, Town & Country and Marie Claire and...

  • Director, Patient

    6 months ago

    New York, United States Northwell Health Full time

    Directs, plans, implements and evaluates the development and sustainment of patient, family and customer experience programs and initiatives. Collaborates with leadership team(s) to create the local patient and customer experience strategy utilizing core concepts of Patient Experience. Job Responsibility Leads and role models organizational values and the...

  • Director of Customer Success and Experience

    4 weeks ago

    New York, New York, United States Visitt Full time

    Customer Success Leader OpportunityVisitt is seeking a seasoned professional to drive customer success and lead our growing team. As the Head of Client Relationships and Retention, you will oversee client onboarding, project delivery, and service quality. Your ability to build strong client relationships, drive improvements based on feedback, and align...

  • Director of B2B Customer Success Management

    1 week ago

    New York, United States Viola Full time

    Job DescriptionJob DescriptionA universe of opportunities. Open to you.Payoneer's mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer!Life...

  • Director, Employee Experience

    4 weeks ago

    New York, New York, United States Crossmedia Inc Full time

    Job DescriptionWe are seeking an experienced Benefits Director to join our Crossmedia Inc team. As a key member of the Human Resources department, this Benefits Director will be responsible for overseeing the administration of employee benefit programs, ensuring compliance with federal, state, and local labor laws, and providing exceptional customer service...

  • Senior Manager, Customer Experience

    3 weeks ago

    New York, United States material bank Full time

    Material Bank is a fast-paced, high-growth technology company and created the world's largest material marketplace for the Architecture and Design industry, providing the fastest and most powerful way to start and manage a design project. Learn more about us at www.materialbank.com or see below. * - We are seeking a strategic and results-driven Senior...

  • Senior Manager, Customer Experience

    4 weeks ago

    New York, United States Material Bank Full time

    Material Bank is a fast-paced, high-growth technology company and created the world's largest material marketplace for the Architecture and Design industry, providing the fastest and most powerful way to start and manage a design project. Learn more about us at www.materialbank.com or see below. We are seeking a strategic and results-driven Senior Manager,...

  • User Experience Director for Large-Scale Customer Interactions

    1 day ago

    New York, New York, United States Verizon Full time

    As an Associate Director of Experience Design at Verizon, you will lead and manage teams to create best-in-class design solutions that support the account and device management needs of millions of customers across a large consumer presence in America. You'll collaborate with partners across product, technology, and business to deliver experiences that meet...

  • Director of Customer Success

    1 week ago

    New York, United States MagniFind Full time

    MagniFind is excited to partner with a leading data SaaS company in the search for a Director of Customer Success to lead and scale their customer success function.YOUR BACKGROUND:8+ years in customer success or post-sales roles, with at least 4 years managing teams.Proven track record of building and scaling customer success teams in a SaaS...

  • Director, Financial Planning

    3 weeks ago

    New York, United States Stone Management Full time

    Our client, a global PR/ Strategic Communications firm is seeking a sharp finance professional to be a Director on the FP&A team for the US Region.  This position will be based in the NY office and follows a hybrid schedule with an expectation of at least three days per week in the office.   Job Overview:   This Director will play a critical role for our...

  • Director, Financial Planning

    3 months ago

    New York, United States Stone Management Full time

    Our client, a global PR/ Strategic Communications firm is seeking a sharp finance professional to be a Director on the FP&A team for the US Region.  This position will be based in the NY office and follows a hybrid schedule with an expectation of at least three days per week in the office.   Job Overview:   This Director will play a critical role for our...