Customer Experience Insights Manager

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work– we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most. Job Summary The Customer Experience (CX) Insights Manager plays an integral role in establishing GAF as the industry leader by building a clear connection to customer needs and empowering the organization to make customer-led, strategic business decisions. This position has end-to-end accountability for designing, executing, and translating consistent Voice of the Customer (VoC) initiatives within GAF's Customer Experience Office. This highly visible role drives the CX insights and research agenda, managing day-to-day execution while guiding priorities to successfully build and accomplish an aggressive research roadmap. The ideal candidate will act with integrity and leadership, making thoughtful recommendations that differentiate customer "wants" to deliver upon true "needs." They will engage in healthy debate and challenge the status quo across all levels of management—including executive leadership—to ensure the customer is at the center of decision-making. Operating at the intersection of customer strategy and enterprise execution, this role partners with internal teams and the greater centralized GAF insights network. The CX Insights Manager will act as an unbiased subject matter expert, ensuring that all customer feedback is rigorously gathered, systematically stored, and seamlessly communicated to all relevant teams across the business. Essential Duties CX Strategy & VoC Framework Design: • Strategic Partnership: Partner with cross functionality to represent the CXO and understand/prioritize high level strategy and business needs. Design and implement consistent, scalable methodologies for seeking, capturing, and translating the Voice of the Customer (VoC) across multiple enterprise touchpoints. Integrate frontline employee feedback mechanisms alongside external VoC to capture a holistic perspective of operational friction and customer delivery barriers. • Insights Subject Matter Expertise: Serve as the in-house expert on research integrity. Ensure that survey designs, feedback-gathering mechanisms, and the translation of data into insights are structurally rigorous, objective, and entirely unbiased. • Insight Governance & Collaboration: Partner with the centralized insights network to govern the structure and standard classification of CX data within GAF’s central repository. Act as a strategic orchestrator to ensure findings are seamlessly communicated across the business, breaking down informational silos and driving cross-functional adoption. • Insight Collaboration: Work in lockstep with the centralized insights network and peer insights teams across GAF to ensure all CX insights are systematically stored, organized, and available in our central repository. Actively communicate findings across the business to prevent informational silos. Research Strategy & Execution: • Own the CX Insights Roadmap: Partner with internal business owners to define, anticipate, and solidify research needs as the market evolves. Handle the ongoing alignment, resource planning, and socialization of the roadmap with key stakeholders across the organization. • Insights-Led Engagements & Facilitation: Lead, facilitate, and curate internal and external cross-functional insights engagements, including workshops, focus groups, and ideation sessions. Own the end-to-end delivery (from methodology to action-oriented dissemination) of impactful sessions that illuminate gaps in the customer experience while bringing customer needs to light to drive action. • Cross-Functional Enterprise Alignment: Serve as the CX insights point person for priority enterprise initiatives, participating in cross-functional teams to ensure customer experience data directly informs broader marketing, sales, product, and operations strategies. • Journey Mapping & Experience Design: Utilize qualitative and quantitative insights to architect end-to-end Customer Journey Maps that uncover and improve "moments of truth" across the enterprise. Partner with business units to translate these maps into actionable experience design frameworks, closing the loop between data collection and experience optimization. Project Management: • End-to-End Project Management: Own day-to-day execution responsibilities for multiple insights projects of varying size and complexity, including requirement gathering, defining research methodologies, participant recruitment, and questionnaire/discussion guide development. • Vendor and Platform Ownership: Oversee agency partners, research service providers, and outside vendors when additional resources or external perspectives are required. Manage licenses, onboarding, and tool standardization across the function to ensure a consistent, high-level experience. Qualifications Required Bachelor’s Degree or advanced degree, preferably with a focus in Statistics, Research, Psychology, Cognitive Science, Anthropology, Human Factors, HCI/CS, Marketing, General Management, or related fields required Master’s degree preferred Experience: 7+ years of related experience in customer experience research, user experience research, marketing research, marketing analytics, or management consulting. Tools & Technology: Experience with a broad range of CX/Marketing Research tools and technology, including online insights and VoC management platforms. Journey Mapping: Proven capability in creating customer journey maps, ser