Diligent
- Customer Insights Manager
Customer Insights Manager
Marketing · London, United Kingdom
Job description
About Us
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.
Position Overview:
Diligent is looking for a driven, analytical, customer-obsessed manager to establish, grow and nurture a series of Customer Advisory Boards (CABs) and an Early Adopter Group. This individual will leverage findings on our customers and the market to inform our product roadmap, focus areas for our support function, marketing strategy, and related functions.
This role is highly collaborative, maintaining regular touchpoints with our Product Marketing, Customer Success and Support, UX and Marketing teams. This individual will be passionate about using data and insights to improve the customer experience and is a masterful communicator, comfortable presenting findings across the organization from product managers and marketers to the CEO and commercial leaders.
This role will be expected to build new quantitative and qualitative mechanisms to improve understand how Diligent’s products and roadmaps are meeting the current and anticipated needs of customers and their markets, partnering with our product management and operations teams to unify, automate and share customer insights
Key Responsibilities
- Build and conduct the customer advisory boards (CAB) covering the primary target personas for Diligent’s products, including coordination of program, the recruitment of senior executives to participate, and the management of feedback distribution with insights to internal Diligent stakeholders.
- Scope, conduct, and oversee our Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) surveys in partnership with an outside research agency and in lock step with the strategy for automated digital transformation (moving CSAT and NPS from emailed relational surveys to an automated, actionable program)
- Build a program for customer stories and referrals, indexing with our Sales and Partner Enablement teams.
- Scale the Customer Stories and Customer Referrals programs with architecture throughout the CRM implementation.
- Maintain best in class program hygiene, with thoughtful stakeholder management planning and facilitating prioritization of actions in response to customer feedback
- Collate competitive research function and incorporate findings into the broader narrative of how we are performing with our customers
- Leverage both customer and market research to inform and challenge product strategy/roadmaps in order to grow competitive advantage and support improved win rates in market
- Maintain repository of Market & Customer Insights, in collaboration with Customer Experience
- Develop a format and cadence to communicate your insights and findings to teams across the globe, including quarterly workshops and presentations to senior leadership
- Develop predictive models and advanced analytics capabilities to anticipate market trends and user needs
Required Experience/Skills:
- B2B SaaS experience in a similar position
- Experience in customer research methods, including survey creation, analysis, and segmentation
- Experience with customer journey mapping, using Jobs to be Done frameworks to tell the customer story
- Ability to grasp and simplify complex industry, product, and customer concepts
- Ability to build relationships and work effectively with executive leaders across functions
- Ability to present clear, actionable insights that guide company and customer decisions
- Ability to oversee multiple workstreams and execute all tasks, large or small
- Ability to work successfully in a quick, agile environment
- Ability to maintain a customer centric and results oriented focus
- Proven track record of customer advocacy
- Positive, energetic attitude and initiative, with strong work ethic
- Strong interpersonal and communication skills
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
