Director, Research & Insights, Customer Experience

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Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Director, Research & Insights is responsible for managing all customer experience insights, including Kaplan’s NPS program, to inform experience enhancements and product design for our Supplemental Education business. The Director will have oversight over existing NPS studies (e.g., post-exam NPS, competitive NPS, corporate/institutional customer engagement) as well as responsibility for continuing to evolve our NPS and customer experience insights program. The position will play a key role in leading and managing research to answer key business questions from the Commercial Office (including our Segment leads) and Marketing. The position will work in partnership with the Commercial Office, Marketing, Analytics, Customer Engagement, and other key business and enablement areas.

Primary Responsibilities

• Define and lead Customer Experience insights & measurement, and NPS program management across Supplemental Education consumer, corporate, and institutional audiences

• Provide guidance on customer experience insight development and NPS program management for our Higher Education business

  Be a strong and persuasive voice related to customer experience insights and measurement within the organization and act as an influencer to help improve Kaplan’s customer experience

• Develop recommendations for research approaches to help business partners address and answer key questions related to business needs

• Lead hypothesis-driven analysis on all research managed

• Cultivate relationships across the organization and build strong partnerships with senior management

• Manage, coach, develop, and prioritize work for direct reports and foster teamwork and collaboration

• Identify and create opportunities for team development

• Contribute to evaluation of new vendors, subscriptions, and research platforms

Minimum Qualifications

• Bachelor’s Degree. Master’s degree preferred. Areas of study: business, marketing, economics, mathematics, statistics, or engineering

• 7+ years work experience in market research or consulting with the latest experience being in customer experience insights/NPS program management

• Experience leading NPS program management either within a large brand or as a consultant

• Experience with a wide range of primary research approaches and techniques, including qualitative and quantitative methods

• Experience with online survey design and sample management

• Experience with Qualtrics

• Experience managing external research vendors

• Experience implementing MaxDiff, Conjoint, and Pricing Model research methodologies, among others

• Experience with text and sentiment analysis

• Experience with basic analytic methods (e.g., regression)

• Experience translating research findings into actionable insights for the business to drive customer experience and product enhancements

• Outstanding presentation, verbal, and written communication skills

• Ability to communicate effectively at all levels of the organization, including experience presenting to C-level executives

• Ability to influence and gain consensus at all levels of the organization

• Strong leadership and mentoring skills with the ability to manage, drive, and challenge team members

• Excellent project management skills, with an ability to set and maintain priorities and meet deadlines in a multi-task, fast-paced, and team-oriented environment

• Critical thinker with a resourceful approach to problem-solving and experience managing clients and/or multiple stakeholders

• Ability to adapt and work in a fast-paced, fluid environment

We offer a competitive benefits package including:

Remote work providing flexible work/life balance
Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Competitive health benefits and new hire eligibility starts day-1 of employment
Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities
And so much more!

For full-time positions, Kaplan has two Salary Grades, this position is Salary Grade B: $64,000 - $202,600. Actual compensation for this role is determined by several factors including but not limited to job level, candidate's skills, experience, and education, among other factors determined by the business.

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