itD is seeking a Customer Insights & Experience Lead to drive customer satisfaction initiatives by managing feedback programs, optimizing research operations, and translating insights into actionable improvements that enhance product and customer experience outcomes. The ideal candidate will bring deep experience in customer feedback management, UX research operations, and cross-functional collaboration, with a proven track record of improving customer satisfaction metrics and influencing product direction through data-driven insights.

Location: Fully Remote (U.S.-based preferred)
Duration: 6 months

We provide comprehensive medical benefits, a 401k plan, paid holidays, and more. Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.

Responsibilities:

• Manage and respond to customer feedback programs, ensuring timely resolution and adherence to established feedback processes.

• Track and analyze customer satisfaction metrics (e.g., CSAT), identifying trends and recommending actionable improvements.

• Coordinate cross-functionally with product management, customer experience, and research teams to address customer issues and enhance user experience.

• Support and execute UX research operations, including participant recruitment, screener development, and project tracking.

• Maintain and improve feedback loops by partnering with internal stakeholders to optimize processes and increase efficiency.

• Develop and deliver reporting on customer insights, translating data into clear recommendations for product and business decisions.

• Ensure compliance with customer satisfaction program guidelines and maintain accurate documentation and reporting processes.
  
  

Internal Responsibilities:

• Attend regular internal practice community meetings.

• Collaborate with your itD practice team on industry thought leadership.

• Complete client case studies and learning material (blogs, media material).

• Build out material to contribute to the Digital Transformation practice.

• Attend internal itD networking events (in person and virtual).

• Work with leadership on career fast-track opportunities.
  
  

Required Qualifications and Skills:

• 5+ years of experience managing customer feedback programs and tracking customer satisfaction metrics.

• Experience with UX research operations, including recruitment, screener development, and project coordination.

• Proficiency with research and survey tools (e.g., Qualtrics or similar platforms) and productivity tools (e.g., Microsoft 365).

• Strong experience collaborating with cross-functional teams such as product management and customer experience.

• Experience maintaining reporting processes and analyzing customer data to drive insights.

• Demonstrated ability to improve customer experience through feedback management and issue resolution.
  
  

Preferred Qualifications and Skills:

• Experience working in a fully remote environment.

• Strong communication skills with the ability to influence stakeholders across teams.

• Analytical mindset with experience translating customer insights into product recommendations.

• Adaptability in dynamic environments with changing business needs.

• Strong customer-centric approach with a focus on continuous improvement.
  
  

Education:

• Bachelor’s degree in a relevant field or equivalent work experience required.