Director, Experience Research & Insights

Job Summary

This position leads the research strategy and insights agenda for Customer Experience, Agent Experience, and UX Research, ensuring all work is directly tied to measurable business outcomes. The role oversees end-to-end research execution, including Voice of Customer (tNPS, Relationship NPS), Voice of Agent, and User Experience . The position manages and develops a team and serves as a senior partner to leadership to improve decision-making and drive measurable impact, while advancing methodologies and internal capabilities to scale the function’s impact.

Essential Job Functions

• Leads complex and high-impact research initiatives and oversees execution across the full lifecycle, including problem definition, methodology selection, data collection, analysis, and synthesis.
• Ensures work is rigorous, relevant, and clearly communicated.
• Defines and prioritizes the research for Customer Experience, Agent Experience, and UX Research.
• Establishes intake processes, aligns resources to highest-value work, and ensures consistent delivery against business priorities.
• Leads, coaches, and develops a high-performing team.
• Partners with senior leaders to define learning agendas and measurement strategies tied to key business outcomes.
• Translates insights into actions and communicates impact.
• Designs and advances scalable research programs and measurement of Voice of Customer (tNPS and Relationship NPS), Secondary NPS Studies (Forrester, JD Power, Prism, etc.) Voice of Agents, UX research programs, journey measurement, and feedback ecosystems.
• Establishes best practices and improves how insights are generated and applied.
• Develops and evolves a comprehensive customer and agent listening strategy by integrating feedback across customers, agents, sales representatives, district managers, digital experiences, and operational touchpoints.
• Identifies and quantifies customer and agent pain points, unmet needs, and emerging opportunities, providing actionable insights to inform experience improvements and business decisions.
• Oversees research vendors, tools, budgets, and processes to ensure efficient, high-quality delivery.
• Evaluates and optimizes customer experience and research technologies, including Qualtrics, Bain Prism, J.D. Power, Forrester, UserTesting/UserZoom, and online community platforms, to support scalable research and measurement programs.
• Performs other duties as assigned.

Special Skill Requirement

• Strong ability to connect research to business decisions and influence stakeholders.
• Experience managing a portfolio of always-on measurement programs and strategic ad hoc research initiatives while simultaneously leading complex, high-priority projects and managing a team.
• Ability to balance strategic leadership with hands-on execution, adapting research priorities and resources to meet evolving business needs.
• Ability to translate research findings into actionable recommendations, prioritize opportunities, and quantify business impact.
• Experience building or improving research programs, tools, or processes.
• Experience selecting and applying appropriate qualitative, quantitative, behavioral, and experimental research methodologies to answer business questions.
• Familiarity with approaches such as interviews, focus groups, online communities, surveys, journey research, UX testing, A/B testing, and customer feedback programs.
• Experience leading teams responsible for Voice of Customers, Voice of Agent, UX research, and customer feedback programs.
• Ability to translate research into business insights and measurable outcomes.
• Experience working with research vendors, tools, and external partners.

Experience Requirements

• Minimum ten years of related experience in quantitative and/or qualitative research (consumer insights, customer experience, brand research, UX research, or analytics, preferably within insurance or financial services.
• Expertise in advanced analytics, people leadership, and building enterprise-scale measurement systems, including Voice of Customer, Voice of Agent, NPS, UX research, online communities, and journey measurement programs, highly preferred.

Education Requirements

High School Diploma or equivalent required. Bachelors degree in a related field preferred. Masters degree in statistics, psychology, economics, or related field preferred.

Additional Qualification

Develops and delivers effective presentations. Strong ability to connect research to business decisions and influence stakeholders. Ability to drive multiple projects to successful completion. Experience designing and executing both always-on measurement programs and ad hoc research initiatives. Possesses flexibility to work in a fast paced, dynamic environment. Demonstrates excellent judgment and decision making skills. Experience building or improving research programs, tools, or processes. Builds and manages effective teams. Experience leading research aligned to business functions such as customer experience, brand, marketing, product, UX, or strategy. Ability to translate research into business insights and measurable outcomes. Experience working with research vendors, tools, and external partners.

Physical Actions

Job is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel.