Customer Insights & Discovery Enablement Lead

Overview

As the Customer Insights & Discovery Enablement Lead in Product Operations, you will elevate decision quality across the product org by owning end-to-end customer insight programs and building discovery capability for PMs. You’ll act as a centre of excellence for insight and discovery, setting standards and promoting reuse of insights. You’ll lead high-impact mixed-method studies, develop scalable enablement and formal upskilling, and govern insight operations to drive action and measurable impact.

Pay / Benefits

• healthcare
• retirement planning
• paid volunteering days
• wellbeing initiatives

Responsibilities

• Deliver high-impact customer insights (tactical + strategic)
• Lead end-to-end mixed-method insight work: problem framing, method selection, fieldwork, synthesis, activation
• Run priority studies (segmentation/ personas, win/loss, value proposition testing, lifecycle and journey insights)
• Triangulate insights with internal signals (CRM, product usage, support patterns, sales feedback)
• Build scalable discovery capability across PMs with informal enablement and office hours
• Deliver formal upskilling materials and a lightweight Discovery Development Path
• Create standard assets (discussion guides, screening templates, consent language, note-taking frameworks)
• Establish governance: when PM-led research vs researcher-led, ethics and privacy standards
• Maintain an insight repository and simple intake/prioritisation model
• Manage vendor relationships for external research where relevant
• Drive insight activation with PMs to inform decisions and track outcomes (win rate, adoption, renewal drivers)
• Improve organisational learning loops by documenting what changed and learned

Key requirements

• 10+ years of customer research experience in large corporate B2B environments
• Proven ability to lead large, sophisticated research projects end-to-end across qualitative and quantitative methods
• Strong synthesis skills to translate complex findings into actionable insights
• Deep understanding of customer journeys and behavior; ethical participant handling
• Experience aligning research with product management and development frameworks (Jobs To Be Done, Design Thinking, continuous discovery)
• Familiarity with Qual/Quant tools (Qualtrics, Dovetail) and vendor management
• Experience coaching and developing others in research and discovery
• Excellent communication and collaboration across levels and functions
• Experience building research operations, repositories, and governance
• Agile software development experience; knowledge of product analytics and BI tools
• Familiarity with service design methods (blueprints, journey maps)
• Bachelor’s degree in Psychology, Sociology, Market Research, Statistics, Marketing, or related field

• strong communication and storytelling
• collaboration across cross-functional teams
• ethical judgment and stakeholder management
• Qual/Quant research tools (Qualtrics, Dovetail)
• research operations and governance
• customer journey mapping

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