Head of Customer Advocacy & Market Insights

About the role

Lead JazzWorld's central Customer Insights function, bringing the voice of over 100 million customers into every strategic decision across the digital ecosystem.

Key responsibilities

• Serve as the primary research partner for all JazzWorld businesses, shaping a prioritized, ecosystem‑wide insight agenda.
• Design and oversee quantitative and qualitative studies, setting methodology and quality standards for all research.
• Manage the full research supply chain, including agency selection, budgeting and delivery, ensuring value for money.
• Integrate AI and automation throughout research stages—from questionnaire design to predictive modelling and automated synthesis.
• Partner with data, analytics and technology teams to create a unified, privacy‑compliant view of the JazzWorld customer.
• Translate complex findings into board‑ready narratives and champion the customer voice at executive and board levels.
• Set ecosystem‑wide customer experience standards and metrics, influencing major product launches and journey changes.
• Lead, develop and scale the Customer Insights team, keeping it at the forefront of research technology and AI platforms.

Required profile

• 10+ years in consumer or market insights, analytics or a related field, with experience leading teams.
• Master’s degree in Business, Marketing or Economics, plus strong knowledge of Computer Science, Data Science or related technical disciplines.
• Proven expertise in both quantitative and qualitative research methods and advanced analytical techniques.
• Hands‑on experience managing research agencies, procurement and budgets.
• Demonstrated ability to present to and influence senior stakeholders, including CEOs and board members.
• Strong people‑leadership skills with a track record of building high‑performing teams.

Required skills

• AI and automation tools for research (e.g., AI‑assisted transcript analysis, predictive modelling, automated reporting).
• Advanced quantitative and qualitative research methodologies.
• Data privacy and responsible use of customer data.