Role Overview

We are seeking a Customer Insight Specialist to act as the "voice of the customer" within our organization. In this role, you will move beyond simple data reporting to uncover the why behind customer behavior.

You will synthesize data from multiple sources—ranging from large-scale behavioral datasets and transactional history to intimate qualitative interviews and survey feedback—to generate actionable insights. Your findings will directly influence product roadmaps, marketing strategies, and customer support initiatives.

If you have a detective’s curiosity, an analyst’s precision, and a storyteller’s ability to influence stakeholders, this role is for you.

Key Responsibilities

Research & Analysis

• Conduct qualitative and quantitative research (interviews, surveys, focus groups, usability testing).
• Analyze customer data from multiple sources (CRM, analytics tools, social listening, community meetings, market model).
• Manage the ongoing tracking of key customer metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and Customer Effort Score (CES).

Jobs to Be Done (JTBD) Identification

• Identify and refine customer jobs, desired outcomes, and pain points, related to our existing products or relating to our Innovation funnel.
• Collaborate with Product Managers, Product Owners and UX/UI Designers to integrate JTBD into product strategy.

Voice of the Customer (VoC) Program Management

• Help design, deploy, and manage ongoing customer surveys and feedback mechanisms at key touchpoints along the customer journey.
• Analyze real-time customer feedback to identify immediate friction points and emerging issues.
• Facilitate qualitative research projects, including discussion guides for focus groups or one-on-one interviews.

Insight Generation

• Develop customer personas and journey maps.
• Proactively identify blockers to conversion, retention risks, and opportunities for cross-selling or upselling based on behavioral signals.
• Translate complex datasets into compelling, easy-to-understand narratives and visual presentations for diverse audiences, ranging from product managers to C-suite executives.
• Develop and maintain dashboards that democratize access to customer insights across the organization.
• Provide actionable recommendations based on research findings, not just observations.

Market & Trend Monitoring

• Stay informed on industry trends, competitor strategies, and emerging customer needs.

Cross-Functional Collaboration

• Work closely with Product, Innovation, Marketing, and Sales teams to ensure insights drive decision-making.
• Closely align with the Product Owners and UX/UI Design team to ensure that solutions are responding to actual customer pain points.

Qualifications

Must-Haves

• Bachelor’s degree in Marketing, Psychology, Business, or related field (Master’s preferred).
• 1+ years of experience in customer research, insights, or UX research in a B2B context.
• Excellent communication and storytelling skills.
• Familiarity with JTBD framework and customer-centric methodologies.
• Availability for regular international travel to visit customer sites up to 50%.

Nice-to-Haves

• Analytical skills and familiarity with research tools (e.g., Qualtrics, SurveyMonkey, Google Analytics).
• Experience in Manufacturing and the Pharmaceutical / Biotechnology industry.

Key Competencies

• Curiosity: You constantly ask "why?" and aren't satisfied with surface-level answers.
• Empathy: You can step into the customer’s shoes to understand their emotional and functional needs.
• Influence: You can confidently present unpopular findings to stakeholders if the data supports it.
• Proactivity: You don’t wait to be asked a question; you explore the data to find answers to questions the business hasn’t thought to ask yet.