GAF
Customer Experience Insights Manager
Parsippany, NJ · Full-time
Sponsorship not specified$108k-$149kDetected 1 day ago
StatisticsUX ResearchProject ManagementStakeholder ManagementMarketing AnalyticsRecruitingResearchLeadershipCommunicationCollaborationMentoring
About the role
- This position has end-to-end accountability for designing, executing, and translating consistent Voice of the Customer (VoC) initiatives within GAF's Customer Experience Office.
- The CX Insights Manager will act as an unbiased subject matter expert, ensuring that all customer feedback is rigorously gathered, systematically stored, and seamlessly communicated to all relevant teams across the business.
- Integrate frontline employee feedback mechanisms alongside external VoC to capture a holistic perspective of operational friction and customer delivery barriers.
Responsibilities
- Under this roof, we don't back down from hard work- we support one another in pursuit of something bigger.
- And under this roof, we own our opportunities.
- Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive.
- The Customer Experience (CX) Insights Manager plays an integral role in establishing GAF as the industry leader by building a clear connection to customer needs and empowering the organization to make customer-led, strategic business decisions.
- This highly visible role drives the CX insights and research agenda, managing day-to-day execution while guiding priorities to successfully build and accomplish an aggressive research roadmap.
- Operating at the intersection of customer strategy and enterprise execution, this role partners with internal teams and the greater centralized GAF insights network.
Requirements
- Tools & Technology: Experience with a broad range of CX/Marketing Research tools and technology, including online insights and VoC management platforms.
- Journey Mapping: Proven capability in creating customer journey maps, service blueprints, or other analytical visual models used to effectively convey the customer perspective to cross-functional teams.
- Proven ability to synthesize complex insights into compelling narratives for executive leadership.
- If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).
Nice to have
- Bachelor's Degree or advanced degree, preferably with a focus in Statistics, Research, Psychology, Cognitive Science, Anthropology, Human Factors, HCI/CS, Marketing, General Management, or related fields required
- Master's degree preferred
- Professional certifications in Customer Experience (CCXP), Marketing Research, or User Experience Research preferred.
- Certifications: Professional certifications in Customer Experience (CCXP), Marketing Research, or User Experience Research preferred.
Skills
- Experience with a broad range of CX/Marketing Research tools and technology, including online insights and VoC management platforms.
- Effective facilitation and moderation skills for leading cross-functional workshops or qualitative customer sessions.
- CX Strategy & VoC Framework Design:
Compensation
- $108,000-$148,500
- We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions.
- Base salary and/or rate of pay ranges listed are exclusive of fringe benefits and potential bonuses.
Benefits
- We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.
- Our Family-Building benefits support the many different journeys to fertility and parenthood.
- We offer internal training programs and courses, as well as a generous tuition reimbursement program.
- We offer many opportunities for employees to connect with one another, including through our Employee Resource Groups who focus on education and allyship for all of our employees.
- GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities.
Company info
- At GAF, we cover more than buildings.
- We're committed to fostering a culture that reflects our values to connect, empower, evolve, and inspire.
Equal opportunity
- We are proud to be an equal opportunity workplace.
- If you have a disability or special need that requires accommodation, please let us know.
Visa & Work Authorization
- If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).
This listing is sourced directly from GAF's careers page and normalized into a canonical job model.