Director, Customer Insights & Knowledge Strategy

Amplify

9d • $140,000 - $160,000

About The Position

The Insights, Strategy, and Development (ISD) team advances Amplify’s professional development strategy by enhancing and expanding Professional Development (PD) resources, developing innovative digital learning and PD offerings, and continuously refining these resources and programs that support successful product implementation and improved student outcomes. Through cross-functional collaboration, this team ensures that Amplify’s Customer Experience (CX) and PD offerings remain innovative, impactful, scalable, and strategically aligned to organizational priorities.
The Director of Customer Insights & Knowledge Strategy serves as a highly cross-functional strategic leader responsible for translating customer insights, research findings, pilot learnings, and organizational data into actionable strategies, scalable resources, and compelling narratives that strengthen both internal decision-making and external market positioning.
This role will lead enterprise-level CX insight generation and knowledge development efforts across Professional Development and Customer Success functions. The ideal candidate brings a balance of strategic thinking, operational execution, research expertise, and organizational influence, with the ability to lead through ambiguity, drive alignment across teams, and operationalize evolving strategy through data-informed decision-making. This position plays a critical role in helping Amplify:
Improve implementation effectiveness
Scale successful practices
Enhance customer outcomes
Strengthen CX KPIs
Elevate Amplify’s position as a leader in educational services and professional learning

Requirements

• Bachelor's Degree or equivalent related work experience
• 5-7 years of experience in research, analytics, strategy, customer insights, education, or related fields
• Experience leading complex cross-functional projects in education settings, from concept through implementation
• Strong experience in survey design, data analysis, research methodologies, and insight development
• Expertise in executive-level communication, presentation design, and stakeholder engagement
• Experience developing both internal and external strategic communications and reports
• Demonstrated success developing organizational research strategy and impact frameworks
• Strong project management and organizational leadership skills
• Experience presenting to executive leadership and board-level audiences
• Exceptional verbal, written, and presentation communication skills
• Demonstrated ability to influence and collaborate effectively with senior leaders and cross-functional stakeholders
• Ability to travel nationally (not expected to exceed ~20% annually)

Nice To Haves

• Master’s degree or advanced degree in education, analytics, research, organizational strategy, social sciences, or related field
• Experience in K–12 education, educational technology, publishing, district leadership, or professional learning environments
• Experience supporting organizational thought leadership, market positioning, or external stakeholder engagement
• Experience translating research findings into scalable organizational strategy and customer-facing insights

Responsibilities

• Lead end-to-end project management of CX partner pilot initiatives from concept through implementation, evaluation, scaling, or transition
• Design project plans with clear milestones, success metrics, stakeholder alignment, and feedback mechanisms
• Evaluate the effectiveness of CX partner pilots and identify strategic opportunities for refinement, scaling, or transition
• Deliver concise, actionable communication to key stakeholders ensuring alignment and informed decision-making at every stage of the project lifecycle
• Lead project modifications based on testing results and stakeholder feedback
• Provide strategic recommendations regarding pilot continuation, operationalization or sunset decisions
• Partner cross-functionally to transition successful CX partner pilot programs to long-term owners with clear documentation and knowledge transfer
• Lead through ambiguity while balancing strategic vision with operational execution
• Analyze data across CX functions, including surveys, questionnaires, customer feedback, implementation data, and performance metrics
• Identify trends that support CX KPI achievement and organizational decision-making
• Design and refine surveys, questionnaires, and research methodologies to improve insight quality and usability
• Synthesize complex quantitative and qualitative data into actionable recommendations for leaders and stakeholders that support CX KPI achievement
• Track trends and outcomes over time to measure impact and identify continuous improvement opportunities
• Develop organizational research strategies and scalable insight frameworks
• Develop clear, compelling, and visually engaging presentations, reports, memos, and strategic documentation based on CX data analysis
• Communicate findings and recommendations to internal stakeholders, including executive leadership
• Support leadership decision-making through concise, data-informed storytelling and recommendations that drive CX KPI performance
• Prepare project plans with clear feedback mechanisms before finalizing research initiatives
• Maintain organized systems for ongoing knowledge management, documentation, and CX insight sharing
• Translate CX research findings and implementation insights into high-impact narratives and content that support thought leadership efforts both internally and externally
• Partner with Marketing and Public Affairs to ensure research-backed insights inform strategy and strengthen the market positioning of Amplify's offerings across internal and external audiences
• Develop foundational documentation and research-backed content, such as comprehensive case studies, white paper drafts, presentations, etc. for use in strategic customer-facing materials and internal communications
• Prepare and deliver high-level presentations and documentation that showcase organizational impact, implementation success, and CX excellence for key external stakeholders.
• Ensure external-facing content aligns with Amplify branding and organizational priorities

Benefits

• Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.
• Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email [email protected].
• If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.
• Amplify is an E-Verify participant.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED