VP Director of Consumer Insights

Onemain General Services Corporation • Wilmington, DE

133d

About The Position

We're seeking a strategic, research-driven, and impact-oriented Director of Consumer Insights to drive our customer understanding forward. This role is ideal for someone who combines methodological excellence with business savvy—someone who can turn data into direction and insights into action. As Director, you will lead our brand and experience research efforts focused on both customer and prospect audiences, helping to shape strategy across acquisition, retention, brand perception, and product development. You'll partner cross-functionally with teams across the enterprise—marketing, digital, analytics, and operations—to ensure the voice of the customer drives key decisions. This is a highly influential role with the opportunity to make a measurable difference in our customer experience and brand performance.

Requirements

• Bachelors degree or equivalent years of experience.
• 12+ years of experience in consumer insights or market research roles, preferably on the client side.
• A combination of client and supplier-side experience is a plus.
• Expertise in both qualitative and quantitative research methodologies, and fluency in selecting the right approach based on business needs.
• Demonstrated success with studies including: brand tracking, segmentation, concept testing, economic sentiment, journey mapping, and satisfaction/NPS.
• Experience working in or supporting financial services or another regulated industry is strongly preferred.
• Exceptional ability to translate data into insights and insights into business strategy; strong data storytelling is a must.
• Proven experience managing research vendors, survey platforms (e.g., Qualtrics, Suzy), and online panels.
• Skilled at facilitating workshops or collaborative insight sessions that move teams toward aligned decisions and actions.
• Strong organizational and project management skills; able to lead multiple complex initiatives under tight timelines.
• Highly collaborative mindset, with a track record of influencing senior stakeholders across product, marketing, analytics, and CX.
• Proficiency in PowerPoint, Excel, and data visualization tools; familiarity with survey programming platforms.
• Self-starter with intellectual curiosity, a 'builder' mindset, and the ability to thrive in a growing, evolving environment.

Responsibilities

• Develop and lead end-to-end primary research projects (quantitative and qualitative) across a wide range of business priorities including prospect behavior, economic sentiment, brand health, customer satisfaction/NPS, creative testing, segmentation, and more.
• Manage and evolve OneMain's brand health tracking and competitive intelligence programs, uncovering insights to inform brand positioning and strategy.
• Champion the customer and prospect voice across the organization through compelling, insight-driven storytelling and clear business recommendations.
• Lead execution and delivery of satisfaction and NPS programs, providing actionable insights by customer segment, product type, and channel.
• Partner closely with Analytics, Digital, and Campaign teams to evolve consumer segmentation models and customer journey mapping.
• Manage and grow our online panel for customer and prospect feedback, ensuring timely access to insights that drive decisions.
• Facilitate cross-functional insight-to-action sessions that inspire innovation and drive accountability for improvements.
• Translate complex findings into clear business narratives using visuals, summaries, and executive-ready reporting.
• Prioritize and manage multiple projects simultaneously, balancing long-term initiatives with near-term needs in a fast-paced, results-oriented environment.
• Serve as a research thought partner and trusted advisor, challenging assumptions and guiding stakeholders toward smart, evidence-based choices.

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances.
• Up to 4% matching 401(k).
• Employee Stock Purchase Plan (10% share discount).
• Tuition reimbursement.
• Paid time off (15 days' vacation per year, plus 2 personal days, prorated based on start date).
• Paid sick leave as determined by state or local ordinance, prorated based on start date.
• Paid holidays (7 days per year, based on start date).
• Paid volunteer time (3 days per year, prorated based on start date).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree