Director, Research & Insights, Customer Experience
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About The Position
For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work. The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them. The Director, Research & Insights is responsible for managing all customer experience insights, including Kaplan's NPS program, to inform experience enhancements and product design for our Supplemental Education business. The Director will have oversight over existing NPS studies (e.g., post-exam NPS, competitive NPS, corporate/institutional customer engagement) as well as responsibility for continuing to evolve our NPS and customer experience insights program. The position will play a key role in leading and managing research to answer key business questions from the Commercial Office (including our Segment leads) and Marketing. The position will work in partnership with the Commercial Office, Marketing, Analytics, Customer Engagement, and other key business and enablement areas.
