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Director, Customer Insights

Survey Research

San Mateo

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About SurveyMonkey

Founded in 1999, SurveyMonkey changed the way people gather feedback by making it easy for anyone to create their own online surveys. Today, SurveyMonkey’s mission is to power curious individuals and organizations to measure, benchmark and act on the opinions that drive success. Our People Powered Data platform enables conversations at scale to deliver impactful customer, employee and market insights. The company’s 700+ employees are dedicated to fueling the curiosity of over 16 million active users globally. For more information about SurveyMonkey, please visit surveymonkey.com.


Survey Science

Do the words "survey science" make you giddy? Are you chomping at the bit to help millions of people write and execute great surveys? Did you notice the double-barreled question we just asked? When it comes to writing the best questionnaires and helping our users optimize how they run and analyze surveys, we put our money where our mouth is! If you’re hip to methodologically, sound survey practices, and analysis, we want to meet you.


The Role

As a key part of our Research & Data Insights team, you are a stellar researcher and play a leadership role in devising, executing, and driving insights into key business decisions. You have proven depth and craft in research, excel in stakeholder communication, and enjoy helping people achieve their goals. You have expertise in translating business questions into research objectives and projects. You are comfortable with running all aspects of the survey process, particularly questionnaire design and survey data analysis. You have demonstrated experience with handling multiple data sources, surveys, data analysis, and have excellent written and oral communication skills. You are customer-centric and focused on curating and synthesizing customer insights that can help cross-functional partners make well informed business decisions.



  • Manage customer insights unit that propels business outcomes in corporate strategy, marketing, and product development.
  • Establish and track the annual customer/market insights plan/agenda
  • Collaborate and cross-functional partners on strategic projects
  • Identify and advocate rigorous methodologies to answer business and research questions
  • Scope and design research project/action plan
    • Draft survey questionnaires and discussion/interview guides
    • Manage end-to-end project set-up and execution (in-field)
    • Analyze data (using a variety of tools and resources)
  • Partner with larger data team/groups to provide key insights from internal customer data
  • Clearly communicate actionable insights to the broader team/ internal stakeholders (including C-level executives)
  • Manage multiple internal and external projects involving complex data analysis
  • Manage and develop junior staff, external vendors and internal partners



  • 5+ years market/customer research experience
  • 3+ years designing and writing surveys
  • 2+ years of management experience
  • BA or BS degree required


Desired Skills

  • You are inquisitive and passionate about customer insights
  • You are well-versed in a wide array of qualitative and quantitative research methodologies (e.g., segmentation analysis, attitude and usage studies, NPS, positioning research, advertisement testing, customer experience, customer satisfaction)
  • You are able to manage quantitative research projects in-house
  • You have experience with statistical packages and data management tools
  • You are proficient with analyzing large, complex data sets
  • You are experienced in leading and navigating cross-functional partnerships involving analytics/insights
  • You are a storyteller and not afraid to break challenging news
  • You have the ability to balance numerous projects simultaneously, and meet deadlines
  • You are a standout colleague with great attention to detail
  • You are enthusiastic and have extraordinary interpersonal skills


At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays and parental leave, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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