Insights Manager (CX)

Most CX programs have a problem. They are built around dashboard complexity in platforms like Qualtrics and Medallia, producing mountains of data that sit unread, unfelt, and unacted on. Leaders get dashboards. Frontline teams get detailed reports. Nobody feels what the customer feels. Nobody knows what to do next.

PeopleMetrics is changing that.

We transform what customers are saying into living, breathing experiences that make people sit up, pay attention and act on behalf of the customer. Avatars that let you talk directly to your NPS segments. Video reels that bring real customer voices into the boardroom. Infographics that make complex data impossible to ignore. AI agents that turn CX research into a conversation. We are not building better dashboards. We are building a new way for organizations to feel what their customers feel and act on it.

We are building the first CX and insights platform designed from the ground up to bring insights to life. And we are looking for people who want to help build it.

If you are satisfied with a clean deck and a data summary, this is not your role. If you believe insights should move people, keep reading.

This Is a Research Role First.

The Insights Manager owns the full research lifecycle for a portfolio of CX clients. That means designing NPS programs that actually work, both transactional surveys that capture the moment of truth after an interaction and relationship surveys that track the customer relationship with the company or brand. You will know the difference, when to use each, and how to connect them into a coherent measurement strategy.

You will be equally fluent in quantitative and qualitative methods. Quant means study design, sampling, driver analysis, and knowing what the data is saying beneath the toplines. Qual means focus groups, in-depth interviews, and open-end analysis, and knowing when a verbatim says more than a bar chart ever could.

You will develop analysis plans before the data comes in. You will identify the findings that matter, the ones that change how a leadership team thinks about their customers. And then you will bring those findings to life in ways the industry has never seen before. At PeopleMetrics, the insight is not done until it moves someone.

What We Are Looking For

Always Thinking: Endlessly curious, especially about AI. You experiment constantly and bring fresh ideas into how you serve clients.

I Got This: You take ownership, adapt fast, and use AI to work smarter and move faster.

One Team: You collaborate closely, share what you are learning (especially about how AI can bring insights to life), and make everyone around you better.

Show, Don't Tell: You do not send a table when you could send a visual. You do not write a summary when you could tell a story. You think in experiences, not reports.

Key Responsibilities

·     Design and manage end-to-end CX research programs including transactional and relationship NPS, quantitative studies, and qualitative research such as focus groups and IDIs.

·     Develop analysis plans and measurement frameworks before fieldwork begins, defining the right metrics, questions, and comparisons upfront.

·     Lead questionnaire design and survey programming with a sharp eye for question wording, flow, and scale construction.

·     Synthesize qual and quant findings into a unified story and transform them into compelling deliverables including AI-powered narratives, visual storytelling, avatars, and video.

·     Lead insight presentations that move people to act. Build trusted client relationships. Drive program adoption, identify upsell opportunities, and own renewals.

Must-Have Skills and Experience

·     Deep fluency in quantitative CX research: survey design, sampling, driver analysis, and significance testing.

·     Hands-on experience with transactional and relationship NPS programs, including design, interpretation, and program evolution.

·     Qualitative research experience including focus group moderation, IDIs, and open-end analysis.

·     A proven ability to bring insights to life, turning data into something people feel, remember, and act on.

·     Strong project management skills and excellent communication: you can present to a C-suite and connect with a frontline team equally well.

·     Genuine curiosity about AI and a habit of experimenting with tools like Claude, ChatGPT, NotebookLM, and Gamma in real work.

Preferred Qualifications

3 to 7 years in market research, CX research, or insights. Experience with Qualtrics, Medallia, or similar survey platforms. Familiarity with SPSS or comfort working alongside analysts who use it. Background in Telecom, Financial Services, or Pharma. Proficiency in Claude Code and data visualization tools.

How to Apply: Submit your resume with a short email on your qualifications and how you have used AI in your work to connect@peoplemetrics.com.Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.