Head of Customer Insights - Remote

Overview

We are seeking a Head of Customer Insights to lead our efforts in deeply understanding customer needs, behaviors, and motivations to inform product strategy and innovation. This role is a key partner to Product, UX, Marketing, and Strategy teams serving as the voice of the customer and driving actionable insights through customer interviews, discovery research, and data synthesis.

In Short

• Lead Customer Research Program: Build and manage a scalable customer interview and insights program across multiple user segments and product lines.
• Conduct Customer Interviews: Personally conduct and oversee in-depth customer interviews, usability studies, and field research to uncover pain points, workflows, and unmet needs.
• Translate Insights to Action: Partner closely with Product Management and Design to transform qualitative insights into hypotheses, product concepts, and prioritization decisions.
• Develop Research Frameworks: Create standardized methods for discovery interviews, persona development, journey mapping, and insights reporting.
• Cross-Functional Collaboration: Work with stakeholders in Product, Engineering, and Marketing to ensure research findings are embedded in go-to-market and product roadmaps.
• Manage Customer Panels / Advisory Boards: Develop and maintain ongoing relationships with key customers for recurring feedback and co-creation sessions.
• Coach and Empower Teams: Train internal teams on effective interviewing techniques and how to interpret and apply insights in their daily work.
• Synthesize Quant + Qual Data: Combine behavioral analytics, survey data, and interview findings into a cohesive understanding of customer needs and experiences.
• Deliver Executive-Level Insights: Present key trends, themes, and recommendations to leadership to guide strategic decisions and product direction.

Requirements

• 8+ years of experience in customer research, insights, or product discovery, ideally within a B2B and SaaS software environment.
• Proven experience leading customer interviews, ethnographic research, or field studies that influenced product strategy.
• Deep understanding of product development and UX research methodologies (Jobs-to-be-Done, user journey mapping, design thinking, etc.).
• Strong storytelling ability can translate complex findings into actionable narratives that influence cross-functional partners.
• Comfort with both qualitative and quantitative research; able to connect data-driven evidence with human insights.
• Exceptional communication and facilitation skills; able to lead interviews and workshops with senior-level customers.
• Bachelor’s degree required; advanced degree in Human-Computer Interaction, Psychology, Anthropology, or related field preferred.

Benefits

• A robust, ongoing customer research program embedded in the product development cycle.
• Consistent delivery of actionable insights that shape product roadmaps and reduce risk in decision-making.
• Improved alignment across teams on who our customers are, what they need, and how our software delivers value.