Customer Research & Insights Manager

At Cloudflight, we’re committed to making a digital difference. It’s a difference that impacts businesses and society alike and one that’s fueled by our passion for technology and our dedication to sparking the brightest ideas in ourselves and others.

For our project, we are looking for an experienced Customer Research & Insights Manager to help us manage the project until the end of 2025. We anticipate working together for the duration of the project.

Your daily tasks will include

☁️ Lead a customer research and insights program (trends, market, competition, VoC).

☁️ Monitor market and tech trends, including AI, to assess impact on customer experience.

☁️ Design and implement churn prediction models to support retention strategies.

☁️ Conduct research with non-customers to identify barriers and unmet needs.

☁️ Manage and prioritize research requests from central and local teams.

☁️ Deliver clear, actionable insights that support business decisions.

☁️ Collaborate with internal teams (Marketing, Product, UX, Customer Care) and external agencies.

☁️ Run and promote CX surveys (e.g. NPS, CSAT) to ensure ongoing performance tracking.

☁️ Availability to travel to the client's office quarterly.

The following will make you succeed in this role

⭐️ 8+ years of experience in customer research and insights, with a proven ability to drive impact.

⭐️ Fluency in English (spoken and written), and ease working in international, cross-functional environments.

⭐️ Deep understanding of qualitative and quantitative research methods.

⭐️ Hands-on experience with Voice of Customer (VoC) programs and CX measurement frameworks (e.g. NPS, CSAT, CES).

⭐️ Strong analytical skills with the ability to turn customer feedback into actionable business insights.

⭐️ Track record of leading end-to-end research projects and managing multiple stakeholders.

⭐️ Excellent communication and influencing skills across teams and seniority levels.

⭐️ Passion for data-driven decision-making and enhancing customer experience.

⭐️ A curious mindset and a forward-looking approach to market trends and innovation.

⭐️ Flexibility to travel to local and central offices as needed.

Bonus points if you have:

⭐️ A degree in Business, Data Analytics, or a related field.

⭐️ Training or certification in research methodologies and sampling design.

⭐️ Experience mapping customer journeys and identifying improvement opportunities.

⭐️ Knowledge of churn prediction, customer segmentation, or scorecard design.

⭐️ Familiarity with AI applications in customer analytics (e.g. predictive modeling, sentiment analysis).

We are an equal opportunity employer. We strive to create an inclusive environment where everyone can thrive regardless of their background and circumstances. All applicants receive equal opportunity regardless of age, gender identity or expression, language, disability, ethnicity, national origin, religion, or sexual orientation.

We will go through your application and come back with feedback.

Any questions? Contact us at jobs@cloudflight.io