Director – Client Insights

Why Ryan?

• 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

The Director, Client Insights is responsible for the strategic direction and end-to-end operational management of Ryan's enterprise client survey programme, ensuring meaningful, consistent and actionable insights across the organisation.

With a particular focus on Ryan's rapidly expanding European business, this role will partner closely with practice leaders and cross-functional teams to understand divisional operations, integrate local business requirements into the enterprise survey framework, and ensure accurate representation of the client experience.

The Director will oversee survey methodology, eligibility, deployment, reporting, and closed-loop feedback processes, while identifying opportunities to improve data quality, operational efficiency, and programme effectiveness.

Combining strategic thinking with hands-on execution, this individual will play a critical role in strengthening Ryan's understanding of its clients and translating feedback into meaningful business improvements.

People

• Leads and develops a high-performing team, providing clear direction, coaching, accountability, and effective management of projects and priorities.
• Builds strong, collaborative relationships with practice leaders, senior leadership, and cross-functional stakeholders to understand business operations, priorities, and evolving client insights needs.
• Partners closely with European practice leaders to understand their unique business requirements and support their integration into Ryan's enterprise client survey program.
• Fosters a positive, collaborative, and results-oriented team environment, demonstrating initiative, ownership, adaptability, and a commitment to continuous improvement.
• Effectively communicates insights, recommendations, and program priorities to stakeholders at all levels of the organization.

Client

• Owns the end-to-end management and execution of Ryan's enterprise client survey program, ensuring consistent and meaningful measurement of the client experience across divisions and client touchpoints.
• Leads the integration of European practices into the enterprise survey program, balancing standardized methodologies and processes with division-specific business requirements.
• Develops, implements, and continuously improves relational and transactional surveys, including survey design, eligibility criteria, deployment, reporting, and closed-loop feedback processes.
• Partners with practice leaders to understand client engagements, operational processes, and feedback needs, identifying opportunities to enhance survey effectiveness and client representation.
• Evaluates survey coverage and identifies gaps in eligible client populations, collaborating with Operations and other stakeholders to address data completeness and improve the accuracy and representativeness of survey participation.
• Analyzes client feedback, survey performance, and experience metrics to deliver timely, actionable insights and recommendations to senior leadership and key business stakeholders.
• Ensures client insights reporting accurately reflects business operations, supports informed decision-making, and drives improvements in the overall client experience.

Value

• Provides strategic direction while maintaining hands-on ownership of survey operations, translating business priorities into practical, scalable solutions that support Ryan's continued growth.
• Oversees and optimizes Ryan's enterprise survey platform, Qualtrics, ensuring effective survey administration, data management, reporting, and alignment with evolving business needs.
• Collaborates with Information Technology, Operations, and Client Experience teams to enhance survey technologies, reporting capabilities, data integration, and supporting processes.
• Identifies and addresses opportunities to improve survey eligibility, data quality, and client engagement representation, including gaps related to incomplete Salesforce records.
• Establishes and enhances standardized survey processes, governance, and reporting frameworks while accommodating appropriate customization across business divisions.
• Supports the evaluation, implementation, and integration of new tools and technologies, including emerging capabilities such as Pendo, to enhance client insights and operational efficiency.
• Drives continuous improvement initiatives that strengthen program effectiveness, streamline processes, and maximize the value of client feedback across the organization.
• Handles confidential client and business information with discretion and performs other duties as assigned.

Education and Experience

• 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.

Computer Skills

• To perform this job successfully, an individual must demonstrate 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, along with 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.

Essential Skills Required

• 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.

Certificates and Licenses

• Valid driver's license required.
• No additional professional certifications are specified.

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