Director, Customer Intelligence - CX

Overview

BUILD A BETTER CAREER WITH MSC
Serving customers and our community starts with the best people doing their best work. MSC Industrial Supply Co. is a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Location
:
Atlanta GA, Elkhart IN, Hanover Park IL, Jonestown PA, Fernley NV, Southfield MI, Davidson NC, Melville NY. LOCATIONS:
Can be seated out of these locations.

The Director of Customer Intelligence is responsible for leading the development and execution of customer insights that inform strategic decisions, experience design, and business growth initiatives. This leader acts as the voice of the customer within the organization, turning research, data, and trends into actionable recommendations for the SVP, Customer Experience, Director of Strategic Implementation CX, Value Stream Owners and the Executive team.

• Design and implement comprehensive customer and market research programs to uncover emerging needs, trends, and growth opportunities.
• Analyze customer feedback, behavioral data, competitive benchmarks, and industry trends to provide data-driven insights that inform business priorities.
• Align customer competitive and market intelligence with corporate initiatives, ensuring key findings are embedded in strategic planning processes, business cases, and growth initiatives.
• Build dashboards and reporting frameworks to deliver timely, actionable intelligence.
• Translate insights into strategic recommendations that shape CX priorities, product development, and go-to-market strategy.
• Support strategic business transformation through data and analytics.
• Partner cross-functionally with Sales, Marketing, Business Units, Customer Care, Field Service, Supply Chain, Finance and Strategy teams to ensure alignment and impact.
• Lead voice-of-the-customer (VoC) initiatives and manage third-party research partnerships.
• Monitor and synthesize competitive developments into timely recommendations for PMM, Product, and Executive stakeholders.
• Connect macro market trends (e.g., AI adoption, regulatory shifts) to product planning and executive narratives.
• Transform complex data into clear, compelling narratives that inform and optimize media and communication strategies, making recommendations that directly support company goals.
• Present actionable insights that inform senior leadership’s strategic decisions.
• Present findings and foresight-driven perspectives to SVP, Customer Experience and senior stakeholders.
• Build and manage a high-performing insights and analytics team.

What You Need

• Bachelor's degree or equivalent in Business, Marketing, Economics, or related field; or the equivalent relevant work experience required.
• Minimum of eight years of experience in customer insights, market research, or competitive intelligence.
• Demonstrated expertise in qualitative and quantitative research methodologies.
• Strong proficiency in data visualization and storytelling (e.g., Tableau, Power BI, Excel, or similar tools).
• Proven success influencing strategic decisions through insight.
• Excellent communication, leadership, and stakeholder engagement skills.
• Experience in customer-centric industries such as industrial distribution, telecom, healthcare, or consumer goods preferred.
• Ability to synthesize complex data into clear, compelling narratives for executive audiences.
• Familiarity with CX measurement frameworks (NPS, CSAT, customer journey analysis).
• Strong sense of curiosity and strategic foresight to anticipate market shifts.
• Comfortable working in fast-paced environments with cross-functional ambiguity.
• Participates in special projects and performs additional duties as required.

• Advanced degree preferred.

• A valid driver's license may be required.
• Position requires up to 10% of travel.
• This position may require access to International Traffic in Arms…