Senior Manager, Global Insight & Customer Experience

HME Careers•Carlsbad, CA

21h•Onsite

About The Position

HME is recruiting a Senior Manager, Global Insights & Customer Experience to lead customer insight, global market intelligence, customer experience, product marketing, and field validation activities. The position is based at HME’s Carlsbad corporate office and requires approximately 30–40% domestic and international travel. The role builds and manages HME’s Voice of Customer program, conducts customer and market research, tracks competitors and pricing, and brings global market requirements into product and roadmap decisions. It owns customer journey maps, personas, and customer experience standards, and supports pricing and commercial decisions through pricing, margin, willingness-to-pay, and ROI analysis. The position leads product marketing and go-to-market enablement, including positioning, sales content, training, launch planning, and customer references. It also oversees field testing, brand approval coordination, and launch-readiness validation, and ensures field, sales, and customer learnings inform the Product Management backlog and roadmap. The Senior Manager sets research standards and leads a team covering product marketing, global markets, and field testing and validation.

Requirements

10+ years of progressive experience in customer insights, customer experience, market research, competitive intelligence, product marketing, product management, or a related discipline within a B2B technology environment.
At least 3 years of leadership experience.
Demonstrated experience developing and leading customer insights, Voice of Customer, or customer experience programs, including journey mapping and customer experience measurement.
Strong knowledge of qualitative and quantitative research methodologies, including customer interviews, surveys, field research, segmentation, and pricing research.
Experience conducting competitive and market analysis, including competitive intelligence, pricing analysis, and win/loss research.
Strong analytical and business acumen, including experience with pricing, margin, ROI, and customer experience measures such as NPS and CSAT.
Ability to translate customer, market, and competitive insights into actionable recommendations for product, commercial, and executive stakeholders.
Ability to influence and collaborate across Product Management, Sales, Marketing, Engineering, and other cross-functional teams.
Experience developing relationships with customers, channel partners, distributors, and other external stakeholders.
International business experience, including market research, channel or distributor engagement, and go-to-market activities across multiple regions.
Bachelor’s degree in Business, Marketing, Economics, Engineering, or a related field.
Ability to meet the physical demands of the position, including occasionally lifting and moving up to 10 pounds and 50 pounds with assistance.

Nice To Haves

Experience within QSR, hospitality, retail, or other multi-site operating environments.
Franchise business model experience.
Advanced degree.

Responsibilities

Build and run HME’s Voice of Customer program across QSR brands, franchisees, operators, and crew using advisory boards, interviews, surveys, site visits, and structured feedback channels.
Lead brand and franchisee research on buying decisions, upgrade barriers, operational priorities, and total cost of ownership, and produce insight briefs for product and commercial decisions.
Conduct win/loss analysis and share findings with Product Management, Sales, and leadership.
Maintain a portfolio-wide view of the global QSR technology market, including competitors, new entrants, technology trends, and brand technology strategies.
Track competitor pricing, packaging, and commercial models across HME’s global markets and maintain a current competitive pricing benchmark.
Lead global market research covering market sizing, brand requirements, regional QSR formats, regulatory and certification requirements, and competitive positioning.
Partner with International Sales to engage international brands, franchise groups, and distributors on product direction and market needs.
Support international go-to-market activities through the HME, distributor, brand, or franchisee model, including distributor enablement and positioning, market-specific product and pricing recommendations, launch readiness, and adoption tracking.
Represent international perspectives in product and roadmap reviews so global requirements are considered in product decisions.
Maintain a map of the customer technology ecosystem, including POS, KDS, ordering, and payments, to inform partner and integration decisions.
Own HME’s customer journey maps, persona library, and customer experience standards, ensuring consistent application in product definition.
Partner with Product Management on experience-led design.
Provide pricing, margin, and willingness-to-pay analysis, drawing on competitive pricing benchmarks and ROI evidence, to support pricing decisions within Product Management.
Lead product marketing, including market narrative, positioning, buyer journey, sales enablement content, and ROI tools.
Own the Sales and Corporate Accounts training program for new products and releases, using technical content from product teams.
Partner with Marketing on launch plans, campaigns, customer references, and case studies.
Oversee field testing, brand approval coordination, and launch-readiness validation in the field.
Oversee the end-to-end sales-to-install process so field and installation learnings improve the customer and installer experience.
Ensure findings from the field, Sales, and customers reach Product Management as structured input for the backlog and roadmap.
Set research standards, insight cadence, templates, and tools so insights consistently inform roadmap and investment decisions.
Lead, develop, and manage a team covering product marketing, global markets, and field testing and validation.