Head of Customer Insights

Job Title: Head of Customer Insights

Location: Remote - U.S.
Reports To: CEO

Overview

We are seeking a Head of Customer Insights to lead our efforts in deeply understanding customer needs behaviors and motivations to inform product strategy and innovation. This role is a key partner to Product UX Marketing and Strategy teams serving as the voice of the customer and driving actionable insights through customer interviews discovery research and data synthesis.

The ideal candidate is passionate about qualitative research thrives on talking directly to customers and knows how to translate those conversations into clear data-informed direction for software development teams.

Key Responsibilities

• Lead Customer Research Program: Build and manage a scalable customer interview and insights program across multiple user segments and product lines.
• Conduct Customer Interviews: Personally conduct and oversee in-depth customer interviews usability studies and field research to uncover pain points workflows and unmet needs.
• Translate Insights to Action: Partner closely with Product Management and Design to transform qualitative insights into hypotheses product concepts and prioritization decisions.
• Develop Research Frameworks: Create standardized methods for discovery interviews persona development journey mapping and insights reporting.
• Cross-Functional Collaboration: Work with stakeholders in Product Engineering and Marketing to ensure research findings are embedded in go-to-market and product roadmaps.
• Manage Customer Panels / Advisory Boards: Develop and maintain ongoing relationships with key customers for recurring feedback and co-creation sessions.
• Coach and Empower Teams: Train internal teams on effective interviewing techniques and how to interpret and apply insights in their daily work.
• Synthesize Quant Qual Data: Combine behavioral analytics survey data and interview findings into a cohesive understanding of customer needs and experiences.
• Deliver Executive-Level Insights: Present key trends themes and recommendations to leadership to guide strategic decisions and product direction.

Qualifications

• 8 years of experience in customer research insights or product discovery ideally within a B2B and SaaS software environment.
• Proven experience leading customer interviews ethnographic research or field studies that influenced product strategy.
• Deep understanding of product development and UX research methodologies (Jobs-to-be-Done user journey mapping design thinking etc.).
• Strong storytelling ability can translate complex findings into actionable narratives that influence cross-functional partners.
• Comfort with both qualitative and quantitative research; able to connect data-driven evidence with human insights.
• Exceptional communication and facilitation skills; able to lead interviews and workshops with senior-level customers.
• Bachelors degree required; advanced degree in Human-Computer Interaction Psychology Anthropology or related field preferred.

Key Competencies

• Empathetic listener with exceptional interviewing skills.
• Strategic thinker who connects customer needs to business outcomes.
• Collaborative and persuasive communicator.
• Curious analytical and comfortable with ambiguity.
• Skilled at balancing speed of insights with research rigor.

Success in This Role Looks Like

• A robust ongoing customer research program embedded in the product development cycle.
• Consistent delivery of actionable insights that shape product roadmaps and reduce risk in decision-making.
• Improved alignment across teams on who our customers are what they need and how our software delivers value.