Client Listening & Insights Director

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Corporate and Business Strategy

Management Level

Director

Job Description & Summary

The Director of Client Listening, Insights and Intelligence is responsible for delivering commercially relevant, actionable insights from the firm’s client listening programs. This includes scaling, driving and implementing our independent feedback programs, adopting and driving new enterprise feedback technology, Qualtrics (including change management) and translating insights into recommendations for how we address pain points and opportunities. This will result in the delivery of representative firm-wide CSAT, early identification of at-risk client relationships, stronger competitive intelligence, and clearer revenue protection and growth opportunities, embedding a culture of curiosity where client insight drives a better client experience.

You will be the primary author and presenter of One Firm Priority Client and strategic insight reporting and action plans, markets leadership briefings, and Industry Leader presentations. You will directly conduct independent client feedback conversations and research interviews for One Firm Priority Client accounts, drawing out commercially significant insights through strong market research and analytical skills. You will manage the firm's 2nd interviewer program for independent client listening— recruiting, training, briefing, and quality-assuring the pool of senior partners and directors who participate as 2nd interviewers across all tiers.

This role will directly manage the onshore and connected Client listening team members and work closely with the Operations team on technology, data and reporting - providing unified direction, quality governance, and commercial framing across every tier and line of service. You will direct and support our ‘Line of Service’ client listening managers & programs and the offshore connected teams team member.

You will govern how AI & automation can improve the Client listening and insights program and help drive cultural change to embed client intelligence as a commercial discipline.

The ideal candidate brings:

• 15+ years working within market research and/or a successful client listening or client intelligence function in professional services, financial services, or a complex B2B environment Experience with the Qualtrics platform and integration into an enterprise CRM
• Change management skills, especially in relation to technology implementation as well as ability to drive culture change and partner accountability for actioning insights
• Strong market research and analytical skills — proven ability to design research frameworks, conduct structured and semi-structured research interviews, probe beneath surface responses, and draw out commercially significant insights from qualitative and quantitative data
• Experience conducting research interviews — a proven track record of leading client feedback conversations and research interviews with senior client stakeholders, with the skill to create an environment of trust and candour that surfaces genuine insight
• Commercial acumen — a track record of translating client feedback into revenue-protecting, growth-driving, and relationship-transforming actions, not just reports
• Analytical and data science fluency — ability to design measurement frameworks, interpret complex datasets, and govern AI-generated outputs with confidence
• AI and automation leadership — hands-on experience deploying AI, agentic AI, or automation at scale within client experience or insight programs
• Experience managing connected, offshore, and distributed teams — proven ability to set SLAs, SOPs, and quality standards for remote teams while maintaining output quality and speed
• Strong presentation, communication & influencer skills with Senior Stakeholders — credibility and gravitas to present to, challenge, and guide senior stakeholders; the ability to make insights compelling and drive behavioural change at the most senior levels of the firm
• Curiosity and commercial instinct — the ability to see what others miss in the data and frame it in language that compels action

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Change Communications, Change Management, Coaching and Feedback, Communication, Creativity, Data Analysis, Embracing Change, Emotional Regulation, Empathy, Goal Alignment, Inclusion, Influence, Innovation, Intellectual Curiosity, Learning Agility, Meeting Coordination, Meeting Facilitation, Operational Execution, Optimism, Professional Courage, Program Execution {+ 13 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

September 3, 2026