Director, User Research

JOB SUMMARY
The Director, Client Research & Analysis leads the team responsible for developing a deep understanding of client needs and measuring their perception and their experience with Spectrum Enterprise, with a particular focus on identifying areas that will have the greatest impact on improving both the client experience and business results. This individual is a key leader on the Client Experience team, overseeing the day-to-day execution of quantitative research, qualitative research and data analysis that will provide the organization with information that is pragmatic, understandable and actionable.
This individual must be a thought leader, creating an innovative vision and strategy for client research that leverages the latest technologies and techniques to achieve the team's mission, and that can adapt to the changing landscape of capabilities over time.
MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Develops and maintains an innovative client listening program that can provide deep insight into our client's needs and perceptions of their experience and identify opportunities to improve that experience.
• Partners closely with internal teams and outside partners to implement tools and technologies that will support the ability to clearly understand and predict the factors that influence client perception, satisfaction, and behavior.
• Provides leadership and guidance to team members responsible for quantitative and qualitative research, ensuring best practices in the execution, analysis, and presentation of results.
• Uses all capabilities available to create a clear picture of our client's needs at each part of their journey, and provides insight that allows the organization to identify improvements to the experience that will have the greatest impact.
• Synthesizes client research and conducts data analysis to provide clear direction to executive and functional team leadership to support client-centered decisions across the Spectrum Enterprise organization.
• Creates and monitor metrics, dashboards and reports to identify trends and share information with the broader organization.
• Stays abreast of leading edge customer experience measurement techniques and capabilities.
• Recruits, trains, coaches and develops a best-in-industry research and analysis team. Instills and reinforces a "client-first" ethic in the entire team.
• Manages associated budgets and processes within their assigned function.
• Provides strong management and leadership skills with a proactive participative management style.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated set of research skills and first-hand experience with a range of qualitative and quantitative techniques, including (but not limited to): surveys, 1:1 interviews, focus groups, customer observation and other ethnographic research, concept testing, conjoint or discrete choice-based methods, experimental design
• Ability to draw insights from data and communicate them in a compelling way to a "lay" audience
• Proven capability at managing large-scale research tracking programs including the development of reporting/dashboards, insights and recommendations
• Effective communication skills, including presentation skills and experience communicating with all levels of an organization - up to C-suite/Executive level
• Demonstrated in-depth understanding and appreciation of current and emerging technology components of insights gathering and analysis
• Proactive; has a sense of curiosity and urgency
• Self-motivator, independent, cooperative, flexible, creative
• Ability to analyze and resolve complex issues, both logical and interpersonal
• Ability to negotiate and defuse conflict
• Ability to positively influence and persuade
• Ability to independently or with limited direction
• Effective communication skills: listening, verbal and written
• Demonstrated business planning and forecasting skills
• Ability to analyze data and develop and present data driven reports
• Ability to document, prepare and present executive level presentations
• Ability to effectively manage large and complex projects

Required Education
BA or BS college degree or related work experience,
Required Related Work Experience and Number of Years
Leadership experience - 5+
Data analysis, customer research and/or business intelligence experience - 7+
Customer insights experience, including supplier or agency-side experience - 5+
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Knowledge of enterprise telecommunications services or industry experience
Preferred Education
Master's degree or MBA preferred
Preferred Related Work Experience and Number of Years
Previous experience in business-to-business environment
WORKING CONDITIONS
Office environment
Some travel required
MPD714 2025-51269 2025
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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