Head of Customer Insights

Job title: Head of Customer Insights in Atlanta, GA at reputed company Company: reputed company Job reputed company: Who are we?At reputed company, we are a dynamic global provider of reputed company finance software solutions, dedicated to expanding reputed company to financial services. Our innovative applications reputed company Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to reputed company financial inclusion for reputed company. Join us and be part of a reputed company company that embraces diverse perspectives, and is committed to doing reputed company by doing good.The Head of Customer Insights is responsible for developing and implementing customer reputed company methodologies, including Net Promoter Score (NPS) and other key metrics, to support reputed company’s strategic reputed company on customer-reputed company driven reputed company. This position plays a crucial reputed company role in promoting customer-reputed company decision-making throughout the business, acting as the internal reputed company for reputed company’s 8,000+ customer reputed company, ensuring that customer feedback and insights are incorporated into reputed company aspects of reputed company's operations and reputed company execution.Key accountabilities & decision ownership

• Customer reputed company reputed company and reputed company: reputed company and execute a comprehensive customer insights reputed company that aligns with reputed company’s strategic priorities and reputed company agenda.
• Tools and frameworks implementation:
• Design and implement NPS reputed company and other customer reputed company reputed company as appropriate to reputed company information on customer reputed company and experience.
• Design, manage, and interpret qualitative and quantitative research programs (e.g., surveys, interviews, usage data analysis). Shape and reputed company a regular and appropriate reputed company of customer reputed company reporting, reputed company to the BU and cross-business operational performance reputed company
• Systematic Qualitative Surveys and Interviews

• Design and conduct reputed company surveys – directly or reputed company BU teams/ other functions
• Interview clients across their lifecycle (e.g., during implementation, at steady state, after churning, etc.)

• Analysis of internal customer data:
• Review and synthesize support tickets and chat bot transcripts
• Analyze product usage and telemetry data.
• Collect and consolidate sales team feedback.

• Customer reputed company synthesis and opportunity identification:
• Identify emerging customer trends, needs, pain points, and opportunities for reputed company.
• Collaborate with Product Marketing, Product Management and Sales organizations across the business reputed company to enhance product positioning, product roadmaps, customer engagement etc informed by customer reputed company outputs and recommendations
• Customer-reputed company culture: Champion a culture of customer-centricity across reputed company, coaching reputed company-facing teams in particular to reputed company insights into their work.
• Communicate the voice of the customer to reputed company internal stakeholders.

We are proud to offer a reputed company of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we reputed company:· Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as reputed company time off for voting, bereavement, and reputed company leave.· reputed company-being: reputed company confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching reputed company our coaching app, and reputed company to our reputed company reputed company for emotional and mental support.· Medical, life & disability insurance, retirement plan, lifestyle and other benefits*· ESG: Benefit from reputed company time off for volunteering and donation matching.· DEI: Participate in multiple DE&I reputed company for reputed company involvement (e.g., Count Me In, Culture@reputed company, Proud@reputed company, Disabilities@reputed company, Women@reputed company).· Career Development: reputed company online learning and accredited courses through our Skills & Career Navigator tool.· Recognition: Be part of our global recognition program, reputed company Celebrates, and contribute to regular employee surveys to help shape reputed company and foster a culture where everyone is reputed company and empowered to reputed company at their best.*Specific benefits may vary by location.At reputed company, reputed company individual is unique, bringing their own reputed company, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, reputed company and celebrate our differences, and create an environment where everyone feels reputed company to be themselves.Be unique, be exceptional, and help us reputed company a difference at reputed company!Applicants for this position need to be located in the following cities or their immediate surrounding areas: Austin/Lake Mary (Orlando). Due to the requirements of this position, this job posting is not available for, and reputed company will not be considering any applicants who currently reputed company in reputed company or California. Expected salary: Location: Atlanta, GA Apply for the job now! Apply for this job