Senior Group Manager, Customer Experience and Insights; US-CCUL Partnerships

Senior Group Manager, Customer Experience and Insights (US)-CCUL Partnerships

This senior marketing leadership role oversees a customer experience and consumer insights function supporting strategic business and marketing decisions. You'll lead a team of marketing research and insights professionals while serving as a trusted advisor to senior leaders and business partners. The role combines customer research, data synthesis, strategic planning, and executive-level storytelling to translate complex information into actionable business outcomes.

You'll shape research strategies, identify emerging trends, and develop insights that influence customer engagement, brand, and business priorities. The position requires strong cross-functional leadership, financial and operational discipline, and the ability to navigate ambiguous, complex initiatives. You'll work in a collaborative environment with opportunities to develop high-performing teams and influence strategy across a large organization.

Accountabilities:

• Lead a large and complex customer experience, marketing research, and consumer insights function with responsibility for strategy, execution, and business impact.
• Hire, develop, coach, and retain high-performing marketing insights professionals with strong subject-matter expertise.
• Establish team goals, performance expectations, development plans, and priorities aligned with broader business and marketing strategies.
• Provide thought leadership and strategic guidance to senior executives, business leaders, marketers, and other internal stakeholders.
• Develop customer, brand, and experience research programs using primary and secondary research methodologies.
• Own the end-to-end insights process, from defining business objectives and research questions through research design, execution, analysis, and executive presentation.
• Translate complex research findings, data, and market information into compelling narratives and actionable strategic recommendations.
• Develop strategic roadmaps, frameworks, and short- and long-term objectives based on customer and consumer insights.
• Identify emerging market, customer, industry, and business trends and assess their potential implications.
• Partner with internal marketing, business, analytics, and other functional teams to address strategic business questions and opportunities.
• Build and maintain strong relationships with external research partners and approved vendors, leveraging their expertise to deliver high-quality insights.
• Drive innovation in research methodologies and identify opportunities to improve efficiency by aggregating and synthesizing existing information sources.
• Oversee project planning, timelines, budgets, stakeholder communications, and alignment at key decision points.
• Evaluate the effectiveness of marketing insights solutions and ensure initiatives remain aligned with customer experience and brand objectives.
• Support integrated marketing planning and collaborate across marketing disciplines to develop cohesive business solutions.
• Resolve escalated project issues, manage changes, and ensure initiatives remain on strategy, on time, and within budget.
• Evaluate existing marketing processes and services and champion improvements that enhance effectiveness, efficiency, and scale.
• Partner with business leaders on annual and long-term planning, resource allocation, budgets, and operational priorities.
• Identify opportunities for new or improved processes with medium- to long-term organizational impact.
• Monitor business, industry, and regulatory developments and assess potential implications for the area of responsibility.
• Promote effective risk management and controls while ensuring adherence to organizational policies and applicable requirements.
• Build a…