What are the responsibilities and job description for the Director, Customer Experience Research & Insights position at Wiley?
Location: Hoboken, NJ (Hybrid)
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.
About the Role:
As Director of Customer Experience Research & Insights, you will be responsible for leading and elevating the function of customer experience (CX) research and insights to the next level. We believe that a customer-centric culture and the ability to uncover and leverage data-driven insights will help to drive our business objectives forward.
You will be responsible for understanding Wiley enterprise and business strategies, customer needs & insights and leveraging this information to partner with cross-functional teams to develop in-depth strategies & marketing analysis/research that will provide actionable understanding and direction. This role requires extensive research and analytical expertise, strong cross-functional collaboration, and compelling story-telling skills.
The ideal candidate will have a passion for understanding customer behavior and driving customer-centric strategies, and they will be committed to improving business outcomes. Reporting to the VP of Product Marketing & Insights, the Director, Customer Experience Research and Insights will oversee the development and execution of customer experience research and insights plans, engagement, and performance reporting to inform key business decisions.
How you will make an impact:
Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.
With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.
About the Role:
As Director of Customer Experience Research & Insights, you will be responsible for leading and elevating the function of customer experience (CX) research and insights to the next level. We believe that a customer-centric culture and the ability to uncover and leverage data-driven insights will help to drive our business objectives forward.
You will be responsible for understanding Wiley enterprise and business strategies, customer needs & insights and leveraging this information to partner with cross-functional teams to develop in-depth strategies & marketing analysis/research that will provide actionable understanding and direction. This role requires extensive research and analytical expertise, strong cross-functional collaboration, and compelling story-telling skills.
The ideal candidate will have a passion for understanding customer behavior and driving customer-centric strategies, and they will be committed to improving business outcomes. Reporting to the VP of Product Marketing & Insights, the Director, Customer Experience Research and Insights will oversee the development and execution of customer experience research and insights plans, engagement, and performance reporting to inform key business decisions.
How you will make an impact:
- Strategic vision and execution: Develop and implement the vision and roadmap for Customer Experience Research & Insights, focusing on actionable strategies aligned with business unit goals and measurable outcomes.
- Insight-Driven improvements: Lead customer journey analysis and satisfaction metrics to deliver targeted recommendations that enhance retention, growth, and loyalty within key segments.
- Collaboration and integration: Work closely with cross-functional teams to embed insights into strategic planning and optimize customer experience initiatives, ensuring alignment with operational priorities.
- Operational focus: Streamline processes, monitor performance metrics, manage team workflows, and ensure effective use of tools and resources to meet business objectives.
- Team leadership: Guide and develop the team to execute projects efficiently, foster a customer-centric culture, and deliver impactful results within a defined scope of influence.
- 10 years of experience in uncovering meaningful insights into customer attitudes and behaviors through both qualitative practices and modern quantitative methods, with a proven ability to enhance customer experience across touchpoints.
- Bachelor’s degree required; MBA or advanced analytics education preferred.
- Strong analytical skills and proven ability to draw meaningful conclusions, distill complex data into actionable insights, and present findings in a compelling manner.
- Proficiency in qualitative and quantitative research methodologies, deep understanding of research methodology and best practices, and experience with research tools and platforms.
- Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams and stakeholders.
- Demonstrated strategic thinking and problem-solving abilities, with a focus on driving business results through data-driven decision-making.
- Comfort with fast-moving deliverables and timelines
- Proven ability to navigate through ambiguity and significant org change
- Strong collaboration skills to partner with global, regional, and functional leaders.
Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.
With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.
Salary : $139,300 - $204,233
