Director, Research & Insights

Director, Experience Research & Insights

We are Farmers – where ambition meets opportunity. At Farmers, we're not just known for unforgettable jingle – we're a team with a passion for purpose and making a real difference in people's lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn't just a goal – it's a way of life for both the organization and every individual on our team.

We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us. Join an award-winning, equal opportunity employer, where you'll find more than a job – you'll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

Workplace:
On-site ( #LI-Onsite ), Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote ) Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office.

Applicants beyond fifty (50) miles may still be considered.

Job Summary This position leads the research strategy and insights agenda for Customer Experience, Agent Experience, and UX Research, ensuring all work is directly tied to measurable business outcomes. The role oversees end-to-end research execution, including Voice of Customer (tNPS, Relationship NPS), Voice of Agent, and User Experience . The position manages and develops a team and serves as a senior partner to leadership to improve decision-making and drive measurable impact, while advancing methodologies and internal capabilities to scale the function's impact.

Essential Job Functions Leads complex and high-impact research initiatives and oversees execution across the full lifecycle, including problem definition, methodology selection, data collection, analysis, and synthesis. Ensures work is rigorous, relevant, and clearly communicated. Defines and prioritizes the research for Customer Experience, Agent Experience, and UX Research. Establishes intake processes, aligns resources to highest-value work, and ensures consistent delivery against business priorities.

Leads, coaches, and develops a high-performing team. Partners with senior leaders to define learning agendas and measurement strategies tied to key business outcomes. Translates insights into actions and communicates impact. Designs and advances scalable research programs and measurement of Voice of Customer (tNPS and Relationship NPS), Secondary NPS Studies (Forrester, JD Power, Prism, etc.) Voice of Agents, UX research programs, journey measurement, and feedback ecosystems.

Establishes best practices and improves how insights are generated and applied. Develops and evolves a comprehensive customer and agent listening strategy by integrating feedback across customers, agents, sales representatives, district managers, digital experiences, and operational touchpoints. Identifies and quantifies customer and agent pain points, unmet needs, and emerging opportunities, providing actionable insights to inform experience improvements and business decisions. Oversees research vendors, tools, budgets, and processes to ensure efficient, high-quality delivery.

Evaluates and optimizes customer experience and research technologies, including Qualtrics, Bain Prism, J.D. Power, Forrester, User Testing/User Zoom, and online community platforms, to support scalable research and measurement programs. Performs other duties as assigned.

Special Skill Requirement Strong ability to connect research to business decisions and influence stakeholders. Experience managing a portfolio of always-on measurement programs and strategic ad hoc research initiatives while simultaneously…