Director, Customer Intelligence & Voice of Customer (VoC)
About The Position
Build and Operationalize Eaton’s global Customer Intelligence and Voice of Customer (VoC) strategy, leveraging AI to transform customer and market insights into actionable business decisions that drive growth, customer experience, commercial effectiveness, and operational efficiency. Establish the governance, processes, data architecture, and executive operating rhythms needed to embed customer intelligence across marketing, product management, sales, engineering, supply chain, and business leadership. Build an enterprise-wide program that consolidates customer data, generates actionable insights, and enables consistent decision-making across the organization.
Requirements
- Bachelor's degree in Business, Marketing, Analytics, Market Research, Statistics, or related field; advanced degree preferred.
- 15+ years of experience in customer intelligence, market research, VoC, customer experience, analytics, product marketing, strategy, or related commercial leadership roles.
- Proven success influencing senior leaders within a complex global organization.
- Expertise in customer intelligence programs, research methodologies, marketing analytics, AI-driven insights, data governance, and executive storytelling.
Nice To Haves
- Strategic and systems thinking
- Enterprise influence without direct authority
- Strong business and customer acumen
- Cross-functional leadership and stakeholder management
- Change leadership and organizational adoption
- Consultative problem-solving and decision-making
- Ability to translate complex insights into business action
Responsibilities
- Define and lead Eaton’s global Customer Intelligence and VoC strategy, operating model, governance framework, and multi-year roadmap.
- Establish enterprise standards, processes, and executive review mechanisms for collecting, prioritizing, and acting on customer insights.
- Lead a cross-functional Customer Intelligence Council to convert customer and market signals into business actions.
- Develop a unified customer intelligence architecture integrating customer feedback, digital engagement, CRM data, market research, sales insights, and external market signals.
- Build AI-enabled capabilities to capture, analyze, and distribute customer intelligence at scale.
- Advise senior leaders on growth opportunities, customer experience improvements, product strategy, pricing, commercial effectiveness, and market priorities.
- Own VoC methodologies, research standards, data governance, privacy compliance, and vendor management.
- Advise on the strategic planning process ensuring customer intelligence informs segment priorities, campaign investment, product messaging, demand generation and market opportunity choices.
- Define program success metrics and drive adoption of customer intelligence as a core business capability.
Benefits
- Health and Welfare benefits
- Retirement benefits
- Programs that provide for paid and unpaid time away from work
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What This Job Offers
Job Type
Full-time
Career Level
Director
