Sr Mgr., Client Research & Insights
About The Position
We are seeking an experienced Senior Manager to lead and evolve our Client Experience (CX) program across key regions, driving a structured, insight-led approach that informs strategic decision-making and enhances client outcomes. This role partners closely with senior stakeholders across marketing, sales, and analytics to translate client feedback into actionable insights that shape strategy and improve engagement quality. You will play a key role in scaling a high-impact CX program with increasing visibility across leadership. The position offers the opportunity to influence how client insights drive strategic decisions globally.
Requirements
- 8-12+ years of experience in client research, client experience (CX), insights, or related fields, including support of multi-pronged research programs
- Strong experience designing and managing CX measurement programs, particularly survey-based programs (e.g., NPS, relationship surveys, web intercept surveys)
- Proven ability to translate client feedback data into clear, strategic insights and actionable business recommendations
- Experience working with multiple CX data sources (e.g., surveys, behavioral, engagement, and digital analytics) with the ability to synthesize across inputs
- Demonstrated ability to identify key drivers of client experience and prioritize actions based on impact
- Strong executive communication and storytelling skills with the ability to influence senior stakeholders
- Ability to manage complex, multi-stakeholder programs within asset management, financial services, or B2B environments
- Familiarity with CX platforms (e.g., Medallia or similar)
Responsibilities
- Own and manage the end-to-end CX program across the U.S. and EMEA, including annual and ongoing measurement programs (e.g., NPS and touchpoint satisfaction) with consistent, high-quality execution across survey design, fielding, and reporting
- Translate complex client feedback into clear, executive-ready insights and recommendations, identifying key drivers of client experience and priority areas for improvement
- Synthesize findings across studies to create a cohesive narrative on overall client sentiment
- Partner with Marketing, Sales, and regional leadership to embed CX insights into business decision-making
- Support action planning and tracking to ensure insights drive measurable improvements and inform outcomes
- Define and evolve CX KPIs aligned to broader marketing and commercial objectives
- Contribute to global client sentiment initiatives across the U.S., EMEA, and APAC, partnering cross-regionally to ensure consistency in measurement frameworks and insights while providing ongoing analytical and program support
- Build strong relationships with senior stakeholders, delivering clear, compelling executive-level communications and acting as a trusted advisor on client experience trends and implications
Benefits
- Flexible paid time off
- Hybrid work schedule
- 401(K) matching of 100% up to the first 6% with a discretionary supplemental contribution
- Health & wellbeing benefits
- Parental Leave benefits
- Employee stock purchase plan
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
