Director of Insights and Research, Voice of the Customer

Director of Insights and Research, Voice of the Customer page is loaded## Director of Insights and Research, Voice of the Customerlocations: Dallas, TX- HQtime type: Full timeposted on: Posted Yesterdayjob requisition id: R5284**Who We Are**Invitation Homes is a fast-paced evolving publicly traded REIT that is pioneering a new industry with over 110,000 single family rental homes and a market capitalization of over $25 billion. We are a team of more than 1,600 associates who come from all walks of life. We call different communities “home,” but our shared values bind us together. Invitation Homes is a place where possibility lives.The Director of Voice of the Customer, Insights & Research is a customer-obsessed leader responsible for shaping the enterprise-wide customer insights strategy. This role builds and oversees a unified Voice of the Customer (VoC) ecosystem that integrates data sources, elevates customer intelligence, and directly informs decision-making at the highest levels. The Director drives the generation of actionable insights that improve satisfaction, reduce friction, identify growth opportunities, and strengthen the overall resident experience.The ideal candidate is a strategic thinker who influences cross-functional partners, leads sophisticated research programs, and transforms complex information into narratives that guide business priorities and outcomes.**What You’ll Do**### **Enterprise Insights Leadership*** Build and lead an integrated, enterprise-wide customer listening system that unifies surveys, call center analytics, digital feedback, chat, AI, social sentiment, and frontline insights across the end-to-end customer journey.* Define the long-term VoC strategy, ensuring insights consistently inform organizational priorities, investments, and performance measures.### **Strategic Research & Analysis*** Lead comprehensive research programs—including qualitative, quantitative, segmentation, behavioral, and journey studies—to identify unmet needs, innovation opportunities, and experience improvement levers.* Translate feedback and data into clear, compelling, and actionable insights that shape strategy, product design, customer offerings, operations, and marketing.### **Insight Delivery & Storytelling*** Oversee development of dashboards and executive-level reporting that connect customer insights to business and operational outcomes.* Serve as the organization's insights storyteller—distilling complex analysis into concise recommendations for senior leadership.### **Cross-Functional Partnership & Influence*** Partner with Experience Owners, Operations, Marketing, Customer Care, Technology, and Investment Management to prioritize initiatives based on customer demand, financial impact, and operational feasibility.* Ensure insights drive cross-functional alignment and inform key decisions at both strategic and operational levels.### **Closed-Loop Governance*** Build and maintain closed-loop feedback frameworks to ensure customer issues are acknowledged, resolved, and used to inform continuous improvement.* Establish standards, workflows, and accountability mechanisms for acting on customer feedback.### **Leadership & Vendor Management*** Lead and develop a high-performing insights team capable of supporting enterprise needs.* Manage external research partners and technology vendors, ensuring delivery of high-quality insights that support larger business initiatives.### **Customer-Centric Culture Champion*** Advocate for customer-first thinking across the organization and embed insights into planning, prioritization, experience design, and performance management.* Serve as a key voice in shaping a culture that values listening, learning, and continuous improvement.**Who We’re Looking For*** Bachelor’s degree in Marketing, Business, Analytics, or related field; advanced degree preferred.* 8+ years of progressive experience in customer insights, market research, or VoC leadership roles.* Demonstrated ability to translate customer data into strategic business recommendations that influence senior leadership.* Deep expertise in research methodologies, survey design, data integration, and analytics platforms (e.g., Qualtrics, Tableau).* Strong executive presence with exceptional communication, storytelling, and influencing skills.* Proven success building or scaling enterprise-level insights or VoC programs.**Why Invitation Homes**We stand for flexibility, opportunity, and a home that people can make their own. It’s as true for our associates as it is for our residents. Just like we help our residents live freer, we liberate our associates’ careers, too. Our associates know that goals matter, potential is unlocked, and careers thrive. Invitation Homes isn’t just a workplace but a possibility place. We offer each new associate:* Competitive pay and an annual bonus program for all associates* Generous paid time off plans including vacation accrual, sick time, volunteer time, parental leave, and standard and floating holidays* 401k with matching company contributions* Team events and gatherings* Employee resource groups: Together with Women, Asian Alliance, The Black Collective, Juntos, Gen Next, and Open Invitation## **Salary Range**The salary range for this position is: $110,587.50 - $191,685.00, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws.## **Compensation and Benefits**To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:* Annual bonus program* Health, dental, vision, and life insurance* Long-term and short-term disability insurance* Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays* 401(k) with company matching contributions* Awesome work environment with casual dress* Team events and gatherings (Pre- and Post-Covid)*Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at **To all recruitment agencies: Invitation Homes does not accept agency resumes. Please do not forward resumes to Invitation Homes employees. Invitation Homes is not responsible for any fees related to unsolicited resumes.*#LI-JA1Get to know us better on !As the nation's premier home leasing company, Invitation Homes provides over 80,000 high-quality homes for lease in 16 markets across the country. We are proud to be a member of these communities and to give Americans the opportunity to live in homes with features they value, such as proximity to jobs and access to good schools.The aggressive growth of our company creates many opportunities for achievement and upward mobility. We offer solid careers in a variety of positions, from superintendents to portfolio managers to accountants to software developers. We are looking for talented individuals to help us maintain and further our vision of providing the finest possible rental experience for our residents.
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