Director, Client Insights

Ryan

. Provide strategic direction and end-to-end operational management of Ryan's enterprise client survey programme .

Posted 10/30/2026full-timeUnited StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise-level survey programs, including survey design, deployment, and reporting, while effectively translating client feedback into actionable insights. Strong leadership and collaboration skills are essential for driving cross-functional initiatives and continuous improvement in client experience.

Highest-signal resume keywords

Enterprise Survey ManagementQualtrics Platform ExpertiseClient Insights AnalysisCross-Functional CollaborationLeadership in Complex Environments

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Survey DesignData AnalysisReporting ToolsSurvey MethodologyOperational ManagementCRM SystemsData IntegrityClient Experience ImprovementSurvey AdministrationContinuous Improvement

Soft Skills

Interpersonal SkillsRelationship BuildingStrategic ThinkingProblem-SolvingCommunication Skills

Tools & Technologies

QualtricsSalesforcePendoMicrosoft Office Suite

Industry Keywords

Client ExperienceMarket ResearchProfessional ServicesB2B OrganizationsOperational Excellence

About the role

Key responsibilities & impact

Provide strategic direction and end-to-end operational management of Ryan's enterprise client survey programme
Partner with practice leaders and cross-functional teams to understand divisional operations and integrate local business requirements into the enterprise survey framework
Ensure accurate representation of the client experience across the organisation
Lead and develop a high-performing team through direction, coaching, accountability, and project management
Build collaborative relationships with practice leaders, senior leadership, and cross-functional stakeholders
Own the execution of relational and transactional surveys, including survey design, eligibility criteria, deployment, reporting, and closed-loop feedback
Lead the integration of European practices into the enterprise survey program
Evaluate survey coverage, identify gaps in eligible client populations, and improve data completeness and survey participation
Analyze client feedback, survey performance, and experience metrics to deliver actionable insights and recommendations
Ensure reporting reflects business operations and supports informed decision-making and client experience improvements
Oversee and optimize Ryan's Qualtrics enterprise survey platform
Collaborate with Information Technology, Operations, and Client Experience teams to enhance survey technologies, reporting, data integration, and processes
Identify and address gaps related to incomplete Salesforce records
Establish and enhance standardized survey processes, governance, and reporting frameworks
Support evaluation, implementation, and integration of tools and technologies including Pendo
Drive continuous improvement initiatives to strengthen program effectiveness and maximize the value of client feedback
Handle confidential client and business information with discretion and perform other duties as assigned

Requirements

What you’ll need

Bachelor's or Master's degree in Business, Marketing, Analytics, Finance, or a related field
A minimum of five years of progressive experience in client insights, customer experience, market research, survey methodology, or a related discipline, including several years of leadership experience
Demonstrated experience managing enterprise-level survey programs, including survey design, eligibility criteria, deployment, reporting, and closed-loop feedback processes, is required
Proven ability to balance strategic planning with hands-on execution, translate client feedback into actionable business insights, and lead cross-functional initiatives that improve processes and support business objectives
Experience working with enterprise survey platforms is essential
Experience with Qualtrics, CRM data environments such as Salesforce, and integrating multiple business units or regions into standardized programs is highly desirable
Strong experience influencing senior stakeholders, building collaborative relationships, and leading teams in complex, evolving business environments is required
Experience within professional services or B2B organizations is advantageous but not essential
Proficiency in Microsoft Office applications, including Excel, PowerPoint, Word, and Outlook
Strong working knowledge of enterprise survey platforms, survey administration, data analysis, and reporting tools is required
Experience with Qualtrics is preferred
Familiarity with CRM systems such as Salesforce and an understanding of how data completeness and quality impact survey eligibility, client representation, and reporting accuracy
Familiarity with digital experience and feedback technologies, such as Pendo, is advantageous
Strong strategic thinking combined with the ability to execute initiatives and manage day-to-day operations effectively
Demonstrated expertise in enterprise survey methodologies, processes, and operational management
Excellent interpersonal and relationship-building skills, with the ability to collaborate effectively with senior leadership, practice leaders, and cross-functional stakeholders
Advanced written, verbal, and visual communication skills, including the ability to translate complex data into clear, actionable recommendations
Strong analytical and problem-solving capabilities, with a focus on identifying operational gaps, improving processes, and delivering practical solutions
Proven ability to balance enterprise-wide standards with the specific needs of individual business divisions
Strong leadership, organizational, and prioritization skills, with the ability to manage multiple initiatives and competing stakeholder requirements
High attention to detail, particularly in relation to survey methodology, data integrity, reporting accuracy, and operational effectiveness
Demonstrated initiative, accountability, and ownership, with a commitment to delivering results and following through on responsibilities
Ability to work independently while contributing positively to a collaborative, high-performing team environment
Adaptability, resilience, and a proactive approach to supporting business growth and evolving organizational needs
Demonstrated commitment to continuous improvement, operational excellence, and delivering value through client insights
Valid driver's license required

Benefits

Comp & perks

Competitive Compensation and Benefits
Business Connectivity Reimbursement (Phone/Internet)
Gym Membership or Equipment Reimbursement
LinkedIn Learning Subscription
Flexible Work Environment
Tuition Reimbursement After One Year of Service
Accelerated Career Path
Award-Winning Culture & Community Outreach