Market Research Account Director/Director - CX Research

Job Description

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 Role As 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 For CX 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 Are You'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.#J-18808-Ljbffr