Associate Director of Customer Insights

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Carrier Global Corporation, a global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About this role:

We are seeking a talented and customer-centric Associate Director ofCustomer Insights to join our team at Carrier World Headquarters. In this role, you will focus on gathering and analyzing qualitative data to understand the full journey, from initial awareness to post-purchase experience. Your insights will help shape strategies that improve engagement, satisfaction, and loyalty. Working closely with cross-functional teams, including marketing, product, and customer service, you will ensure that perspectives are integrated into every stage of our brand experience.

The ideal candidate thrives in a fast-paced, collaborative environment and excels at interpreting qualitative research, such as interviews, focus groups, and ethnographic studies. You’ll have a deep understanding of behaviors, needs, motivations, and pain points, using these insights to inform strategies that enhance the journey and ultimately brand experience.

You’ll also be adept at translating qualitative findings into actionable recommendations, guiding teams in delivering more personalized and impactful brand experiences across all touchpoints. Strong communication and stakeholder management skills will be key as you work with various departments, at the Enterprise, Marketing and Communications and cross functional and Business Unit levels to advocate for an insights driven culture and drive change.

Key Responsibilities:

• Lead and execute qualitative research initiatives, including in-depth interviews, focus groups, and ethnographic studies to uncover insights into customer behaviors, needs, and pain points across the full customer journey.
• Develop detailed customer journey maps that identify key touchpoints, friction points, and moments of delight, using insights to inform business strategies.
• Collaborate with senior leadership and cross-functional teams to develop and implement processes for incorporating customer insights into business decision-making at the corporate level.
• Collaborate with Analytics to drive the creation of scalable systems for collecting, analyzing, and applying qualitative insights to inform product development, marketing strategies, and customer engagement initiatives.
• Provide guidance to department heads on leveraging customer insights to optimize operations, enhance customer experience, and drive business outcomes, while advocating for the integration of qualitative insights into corporate processes to prioritize customer experience across departments.
• Conduct in-depth market research to understand industry trends, competitive positioning, and emerging customer preferences that influence business strategies.
• Monitor competitor activity and analyze competitor offerings, customer feedback, and market share to identify opportunities for differentiation and competitive advantage.
• Synthesize competitive intelligence alongside customer insights to provide strategic recommendations for market positioning and product development.
• Develop actionable insights on market trends, customer segments, and potential growth areas to inform the company’s long-term strategy.
• Synthesize qualitative data into clear, actionable insights and communicate findings to senior leadership, helping to shape corporate-level strategies and decisions.
• Develop and maintain a centralized repository of customer insights and journey mapping resources for easy access by internal teams.
• Work closely with corporate leaders, product teams, and marketing to align qualitative insights with strategic objectives and corporate goals.
• Prepare and deliver regular reports and presentations to key stakeholders, showcasing the impact of customer insights on business performance and suggesting areas for improvement.
• Continuously evaluate and refine qualitative research methods and processes to ensure they remain effective and relevant to evolving business needs.
• Stay updated on best practices and emerging trends in qualitative research and customer experience and bring innovative ideas for process enhancements to the team.
• Train internal teams on how to interpret and apply customer insights, fostering a customer-first mindset across the organization.
• Act as the internal advocate for the customer, ensuring that insights are consistently integrated into decision-making processes at all levels of the organization.

Required Qualifications:

• Bachelor’s degree
• 10+ years of experience in qualitative research (e.g., in-depth interviews, ethnographic studies, focus groups)

Preferred Qualifications:

• A Master’s degree in Marketing, Psychology, Sociology, Anthropology, or a related field or certifications in qualitative research is a plus, with a background in both B2B and B2B2C contexts.
• Proven ability to map customer journeys and uncover motivations, needs, and pain points.
• Experience collaborating with cross-functional teams to integrate insights into business strategies.
• Skilled in gathering and analyzing unstructured data, including customer interviews, ethnography, and focus groups.
• Ability to create detailed customer journey maps that highlight emotional touchpoints and behaviors.
• Strong storytelling skills to translate qualitative insights into compelling, actionable narratives for various audiences.
• Excellent verbal and written communication skills, with experience presenting insights clearly and persuasively.
• High emotional intelligence, design thinking skills and deep empathy for customers’ needs and experiences.
• Ability to turn subtle qualitative data into meaningful insights that guide product and brand and customer experience improvements.
• Proven ability to build relationships and advocate for customer insights across teams.
• Experience facilitating workshops or brainstorming sessions to apply customer insights to strategy.
• Innovative in developing research methods and uncovering hidden insights.
• Exceptional attention to detail in synthesizing and interpreting qualitative data.

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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