Research Director, Customer Success

Company Description

Location: US-Remote, must be based in US at time of application

R26_0022497

#LI-Remote

Who we are

Consumer Behavior & Insights is NIQ's custom research and consulting practice, helping some of the world's most recognizable brands better understand the people they serve.

Combining research, analytics, and strategic consulting, we uncover the motivations, perceptions, and behaviors that drive consumer decision-making. We help our clients move beyond understanding what happened to understanding why it happened, what it means, and what they should do next.

What we do

The insights we generate help shape the future of products, services, brands, and experiences delivered to millions of people around the globe every day. From innovation and brand strategy to customer experience and growth, our work helps organizations make smarter decisions and build stronger connections with consumers.

Joining Consumer Behavior & Insights means joining a team of curious problem-solvers, trusted advisors, and passionate researchers who are united by a common goal: We show the world what people want.

Job Description

NIQ is seeking a Research Director, Customer Success to lead our relationship with one of the largest retailers in the United States. This highly visible role will serve as the senior research lead for a flagship U.S. brand perception tracking program, with primary responsibility for ensuring the integrity, continuity, and strategic value of the tracker over time.

The ideal candidate brings deep expertise in consumer insights, brand tracking, and longitudinal measurement. They will possess a strong understanding of how methodological, questionnaire, sample, and instrument changes can impact trend interpretation, and have experience developing approaches to maintain comparability and decision-making confidence when tracker evolution is required.

Reporting to the Vice President, Consumer Behavior & Insights, this role requires a highly independent leader capable of exercising sound judgment, collaborating with this high-profile client with clarity and transparency, making executive-level decisions, and operating with significant autonomy. The successful candidate will be expected to prioritize work across the broader account team, delegate effectively, coach and develop less experienced team members, and serve as a trusted advisor to senior client stakeholders. Internally, this leader will champion AI-enabled tools and innovative ways of working that enhance quality, efficiency, and client impact.

Key Responsibilities

Client & Account Leadership

• Serve as the senior strategic lead and primary point of contact for a flagship brand tracking program
• Build trusted relationships with senior client stakeholders and act as a strategic advisor across brand, customer, and business performance topics
• In collaboration with other account lead manage account priorities, making sound business decisions and balancing client, team, and organizational needs
• Own overall account delivery, ensuring projects are executed on time, on budget, and with exceptional quality
• Identify opportunities to expand the relationship through additional research, thought leadership, and strategic consultation

Insights, Measurement & Storytelling

• Lead the development of strategic insights and recommendations that help clients make informed business decisions
• Oversee a large-scale brand tracking program, ensuring trends are accurately maintained and thoughtfully interpreted over time
• Provide guidance on research design, measurement, and methodology, particularly when tracker enhancements or instrument changes are introduced
• Translate complex datasets into clear, compelling stories that resonate with executive audiences
• Present findings and strategic recommendations confidently to senior leaders and executive stakeholders

Operational Excellence & Quality Management

• Establish and maintain rigorous quality-control standards across all phases of the research process
• Leverage and evolve structured processes, documentation, and checklist-driven workflows to ensure accuracy, consistency, and efficiency
• Maintain oversight of project execution, data quality, reporting accuracy, and final deliverables
• Champion the use of AI-enabled tools and process improvements that enhance quality, efficiency, and team productivity

Team Leadership & Collaboration

• Lead, coach, and develop team members through mentorship, feedback, and day-to-day guidance
• Prioritize and delegate work across the account team, ensuring resources are aligned to business needs and team strengths
• Coordinate cross-functional teams while maintaining accountability for final outcomes and client satisfaction
• Lead client and internal meetings with confidence, driving alignment, decisions, and clear next steps
• Contribute to broader organizational initiatives, including thought leadership, methodology development, and best-practice sharing

Qualifications

• 10+ years of experience in market research, consumer insights, brand tracking, customer experience measurement, or a related field
• Demonstrated experience managing ongoing tracking studies and interpreting longitudinal trends
• Experience supporting large retailers, consumer brands, agencies, or other complex client organizations preferred
• Demonstrated ability to operate with a high degree of independence, exercising sound judgment and making decisions in complex and ambiguous situations
• Proven experience leading account teams, effectively prioritizing work, delegating responsibilities, and developing talent
• Exceptional presentation and communication skills, with demonstrated executive presence and experience presenting to senior and executive audiences
• Proven ability to synthesize complex research and data into compelling strategic insights and recommendations
• Demonstrated ability to lead multiple concurrent projects and manage timelines, priorities, and stakeholders
• Strong proficiency in PowerPoint and Excel and experience working with large quantitative data sets. Working knowledge of SPSS, Q, or comparable analytical software preferred
• Demonstrated experience leveraging AI tools to improve analytical efficiency, quality assurance, storytelling, and operational effectiveness
• Bachelor's degree in Business, Marketing, Statistics, Social Sciences, or a related field; advanced degree preferred
• Ability to travel approximately 10%

Desired Attributes

• Deep expertise and passion for consumer insights, brand perception measurement, and evidence-based decision-making
• Highly organized with exceptional project management and prioritization skills
• Strong attention to detail and commitment to quality, with a process-oriented approach to execution
• Executive presence and strong communication skills, with the ability to influence senior stakeholders
• A proactive, solution-oriented leader who is comfortable operating in a fast-paced and evolving client environment
• Curious and innovative, with a demonstrated interest in applying AI and emerging technologies to research and insights
• Strong coaching mindset with a desire to develop talent and elevate team performance

Additional Information

This role has a market-competitive salary with an anticipated base compensation of the following range: $99,800.00-$110,000.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a sales-based incentive or performance-based bonus. Other benefits include a flexible working environment, comprehensive health insurance, industry-leading parental leave, life insurance, education support, and more.

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion