Manager, AI-Enabled Research & Voice of Customer

Manager, AI-Enabled Research & Voice of Customer

Atlanta, Georgia

New Hire (FTE US)

Commercial Excellence & Revenue Enablement

Experienced

As the world's leading change and transformation consultancy, we're helping businesses move from strategy to reality by taking a pragmatic and practical approach to build solutions that last. We're seeking a Manager, AI-Enabled Research & Voice of Customer in our Atlanta, GA office to help modernize how the firm discovers, synthesizes, and activates insight. This role will lead high-impact research and intelligence programs across the Strategy & Growth team, Commercial Enablement, Knowledge + Research, Marketing, Practices leadership, and client-facing teams, combining rigorous primary and secondary research with builder-level AI capabilities, business intelligence, and strong Voice of Customer leadership.

SUMMARY:

As part of the Strategy & Growth team, the Research Manager will drive end-to-end research delivery, from research design and survey development to market intelligence, competitive intelligence, executive-ready storytelling, and VoC / PSAT program leadership. The role will also build scalable AI-enabled research workflows, including prompt libraries and agents, automated intake and synthesis processes, repeatable research playbooks, and human-in-the-loop quality controls that improve speed, consistency, and insight quality while maintaining research rigor.

A) AI-enabled research, synthesis, and workflow automation

• Build, test, and maintain AI-enabled research workflows that accelerate market scans, competitive intelligence, account research, trend synthesis, and executive insight development.
• Partner to develop and mature business intelligence and research agent capabilities to enhance insight generation.
• Partner across teams to identify repeatable research workflows that can be automated or scaled.
• Design and manage reusable prompt libraries and agents, research templates, synthesis frameworks, and quality-control checklists.
• Use enterprise-approved AI tools to summarize, classify, and synthesize structured and unstructured inputs while validating outputs against source materials.
• Maintain intake, triage, synthesis, and reporting processes for research requests.
• Apply responsible AI practices, including human review, bias awareness, privacy considerations, and source validation.

B) Voice of Customer (PSAT) leadership

• Drive the firm's project-level client satisfaction (PSAT) program, our primary vehicle for assessing client satisfaction
• Design surveys, manage fielding, analyze results, and deliver insights.
• Synthesize structured and unstructured client feedback into actionable themes and recommendations.
• Proactively facilitate time-sensitive closed-loop feedback processes, especially for detractors and priority accounts.
• Produce executive-ready readouts, industry summaries, and account-level insights.
• Confidently present findings and insights in a clear and compelling way to stakeholders at all levels within the business.
• Partner with Strategy & Growth team, Commercial Enablement, Marketing, Portfolios, and account teams to embed VoC insights into growth and client experience strategies.

C) Traditional research and intelligence

• Design and execute secondary research strategies (market scans, account intelligence, etc.).
• Deliver competitive intelligence, industry trends, and account insights.
• Build dashboards, visuals, and compelling narratives for senior stakeholders.
• Connect insights across research, VoC, account data, and market signals.
• Manage research vendors, subscriptions, and expert network relationships.

Crosstrain with Knowledge Management colleagues to support KM needs when capacity or business priorities require.

IDEALLY, WE'D LIKE:

• 5+ years of experience in market research, customer insights, Voice of Customer, or related field.
• Strong experience in survey design, analysis, and executive storytelling.
• Practical experience using AI tools for prompting, synthesis, and workflow acceleration.
• Strong analytical skills (advanced Excel; data interpretation).
• Experience leading VoC / client satisfaction programs (e.g., PSAT, CSAT).
• Ability to translate data into clear, actionable insights.
• Strong stakeholder management and communication skills.

Preferred qualifications:

• Professional services or consulting experience.
• Experience with data visualization tools (e.g., Power BI).
• Experience analyzing open-text feedback and customer sentiment.
• Experience building reusable research assets or…