Director of Market Insights and Customer Experience

LexisNexis Risk Solutions•Alpharetta, GA

1d•Hybrid

About The Position

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry-specific content with advanced technology and analytics to help them evaluate and predict risk, improve decision-making, and enhance operational efficiency across the insurance lifecycle. Reporting to the Associate Vice President of Market Insights and Customer Experience, the Director of Market Insights will lead qualitative and quantitative market research as part of the global Insurance and Healthcare (IHC) Center of Excellence within LexisNexis Risk Solutions. This is a hands-on, strategic leadership role for someone who can translate business questions into well-designed research, connect findings to business priorities and implications and turn insights into clear recommendations that help stakeholders make informed decisions. The Director will also strengthen the quality, consistency and business impact of the team’s work by setting standards, providing first-level review and coaching to raise the bar for research design, analysis, storytelling, and deliverable quality. This position can be hybrid in Alpharetta, GA or 100% remote.

Requirements

10 to 15 years of experience in market research, insights, customer experience or strategy, including significant hands-on experience leading qualitative and quantitative research.
B2B market research experience is preferred; experience supporting insurance, healthcare, data, analytics or technology businesses is a plus.
International experience is a plus.
Experience owning complex research projects from intake through final recommendation.
Strong ability to translate business objectives into clear research objectives, appropriate methods, and actionable research plans.
Comfortable working through ambiguity or complexity, asking the right questions, facilitating cross-functional discussions, and helping stakeholders clarify the business problem, decision or objective behind a research request.
Strategic thinker who can connect research findings to business priorities, identify implications beyond the immediate project and recommend actions that support better decision-making.
Demonstrated ability to analyze quantitative and qualitative data and translate findings into clear implications and recommendations.
Strong storytelling and superior verbal and written communication skills, with the ability to develop deliverables that connect insights to business priorities, implications and recommended actions that support decisions.
Experience providing guidance, review and coaching to raise the quality of research design, analysis, reporting and deliverables.
Ability to help strengthen team practices, reinforce standards and improve the consistency and impact of research deliverables.
Strong quantitative, analytical and problem-solving skills.
Comfortable using AI tools, such as Copilot, ChatGPT, or similar platforms, as professional productivity enablers.
Self-directed and organized with strong planning, prioritization and project management skills.
Detail-oriented, with strong written, verbal and interpersonal skills.
Flexible, thoughtful and practical in applying research approaches to changing business needs while maintaining high standards for accuracy, quality and timeliness.
Proficiency in Microsoft Office, including Excel, PowerPoint and Word.
Working knowledge of research tools for survey programming and analysis, such as Qualtrics, SurveyMonkey or similar platforms.
Commitment to staying current on market research trends, tools, platforms and best practices.

Responsibilities

Partner with internal stakeholders to define external market and internal business unit research strategies, working through sometimes ambiguous or loosely-defined requests, clarifying the underlying business problem, and determining how research can best support the decision or objective.
Translate business objectives into clear research objectives, appropriate methods, project plans and reporting approaches.
Lead qualitative and quantitative research projects from intake through delivery, including study design, survey or guide development, fielding, analysis, reporting and presentation.
Analyze quantitative and qualitative data to develop clear findings, implications and recommendations.
Develop business-focused stories that explain what the research found, why it matters and what actions should be considered.
Present findings and recommendations to internal clients including senior leaders in a clear, practical and business-focused way.
Serve as a senior partner within the team by setting standards, providing first-level review, and coaching to improve research design, analysis, storytelling and deliverable quality.
Help shape the global market insights Center of Excellence by improving research practices, strengthening stakeholder engagement, and increasing the strategic impact of insights across Insurance and Healthcare.
Help establish and reinforce best practices for survey design, qualitative research, analysis, reporting and insight communication.
Manage research vendors when used to ensure projects are completed on time, on budget and to quality expectations.
Stay current on market research trends, tools, platforms and methods that can improve the quality, speed, and impact of the work.