Director, Client Insights

Why Ryan?

• Competitive Compensation and Benefits
• Business Connectivity Reimbursement (Phone/Internet)
• Gym Membership or Equipment Reimbursement
• Linked In Learning Subscription
• Flexible Work Environment
• Tuition Reimbursement
• After One Year of Service
• Accelerated Career Path
• Award-Winning Culture & Community Outreach

The Director, Client Insights is responsible for the strategic direction and end-to-end operational management of Ryan's enterprise client survey programme, ensuring meaningful, consistent and actionable insights across the organisation. With a particular focus on Ryan's rapidly expanding European business, this role will partner closely with practice leaders and cross-functional teams to understand divisional operations, integrate local business requirements into the enterprise survey framework, and ensure accurate representation of the client experience.

The Director will oversee survey methodology, eligibility, deployment, reporting, and closed-loop feedback processes, while identifying opportunities to improve data quality, operational efficiency, and programme effectiveness. Combining strategic thinking with hands-on execution, this individual will play a critical role in strengthening Ryan's understanding of its clients and translating feedback into meaningful business improvements.

People Leads and develops a high-performing team, providing clear direction, coaching, accountability, and effective management of projects and priorities. Builds strong, collaborative relationships with practice leaders, senior leadership, and cross-functional stakeholders to understand business operations, priorities, and evolving client insights needs. Partners closely with European practice leaders to understand their unique business requirements and support their integration into Ryan's enterprise client survey program.

Fosters a positive, collaborative, and results-oriented team environment, demonstrating initiative, ownership, adaptability, and a commitment to continuous improvement. Effectively communicates insights, recommendations, and program priorities to stakeholders at all levels of the organization.

Client Owns the end-to-end management and execution of Ryan's enterprise client survey program, ensuring consistent and meaningful measurement of the client experience across divisions and client touchpoints. Leads the integration of European practices into the enterprise survey program, balancing standardized methodologies and processes with division-specific business requirements. Develops, implements, and continuously improves relational and transactional surveys, including survey design, eligibility criteria, deployment, reporting, and closed-loop feedback processes.

Partners with practice leaders to understand client engagements, operational processes, and feedback needs, identifying opportunities to enhance survey effectiveness and client representation. Evaluates survey coverage and identifies gaps in eligible client populations, collaborating with Operations and other stakeholders to address data completeness and improve the accuracy and representativeness of survey participation. Analyzes client feedback, survey performance, and experience metrics to deliver timely, actionable insights and recommendations to senior leadership and key business stakeholders.

Ensures client insights reporting accurately reflects business operations, supports informed decision-making, and drives improvements in the overall client experience.

Value Provides strategic direction while maintaining hands-on ownership of survey operations, translating business priorities into practical, scalable solutions that support Ryan's continued growth. Oversees and optimizes Ryan's enterprise survey platform, Qualtrics, ensuring effective survey administration, data management, reporting, and alignment with evolving business needs. Collaborates with Information Technology, Operations, and Client Experience teams to enhance survey technologies, reporting capabilities, data integration, and supporting processes.

Identifies and addresses opportunities to improve survey eligibility, data quality, and client engagement representation, including gaps related to incomplete Salesforce records. Establishes and enhances standardized survey processes, governance, and reporting frameworks while accommodating appropriate customization across business divisions. Supports the evaluation, implementation, and integration of new tools and technologies, including…