Market Research Account Director/Director - CX Research

Are you ready to lead the way in Customer Experience (CX) strategy, driving meaningful change for some of Australia's most iconic brands? This fast-growing and successful team of CX Insights specialists is looking for a Market Research Account Director/Director to shape client strategies, manage a diverse portfolio of accounts, and help inspire a talented team of researchers.About the RoleAs the Market Research Account Director/Director, you'll work with high-profile clients across the Technology, Telecom, Retail, Financial Services, and Education sectors.
Your mission? To go beyond delivering data and truly engage clients around a shared CX vision-from the C-Suite to the frontline.
You'll oversee various CX projects, helping to activate insights and embed the structural and cultural changes needed to drive customer-centricity and continuous improvement.Your toolkit will include everything from real-time dashboards and storytelling to activation workshops and strategic planning.
The role will see you partnering closely with clients across four key CX pillars:
Relationship CX - Annual dips, quarterly trackers, and NPS studies.Transaction CX - Large-scale, continuous listening programs using platforms like Medallia and Qualtrics for VOC.CX Analytics - Harnessing advanced modelling and analytics for deeper insights (with the support of their advanced quant team).CX Research & Strategy - Help clients define roadmaps, conducting ad hoc research to support journey mapping and CX design and to help elevate CX maturity.What We're Looking ForCX Research Expertise:
Strong quantitative CX research skills with a solid foundation in data analysis and insights.Client Leadership:
Confident working with senior stakeholders, including C-Suite executives.Commercial Acumen:
Skilled in managing accounts, building client relationships, and contributing to business growth.Creative Problem Solver:
A curious, collaborative thinker who thrives on innovation.Mentor & Manager:
Passionate about coaching and building capability in others.B2B & VOC Experience:
While not essential, experience in these areas will be highly regarded.Why Join?This role offers a unique opportunity to balance strategic advisory work with hands-on research.
You'll have one or two direct reports and collaborate with a talented team spread across ANZ.Also on offer:
A hybrid work model.Work from anywhere in the world for 6 weeks each year.Birthday leave, volunteer leave, and additional holidays.Paid parental leave.A well-stocked office pantry, team lunches, and regular social events.Who You AreYou're an ambitious professional, perhaps currently an Account Director or Research Director, looking to take the next step.
You're hands-on, commercially minded, and ready to influence change.
Whether your experience is agency-side or client-side, you'll bring a passion for CX and a hunger to learn and grow.Ready to Make an Impact?Send your CV to *** or call Rowan at +61449 880 582 to learn more.
•