Director, Voice of Customer & Market Research - 90397157 - Washington

Your success is a train ride away!

As we move America's workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of 'Do the Right Thing, Excel Together and Put Customers First' are at the heart of what matters most to us, and our Core Capabilities, 'Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security' are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

SUMMARY OF DUTIES:

The Director of Voice of Customer (VoC) and Market Research will lead the strategy, execution, and evolution of enterprise-wide customer listening programs and primary research initiatives. This role will play a critical part in shaping a customer-obsessed culture by translating customer insights and market intelligence into clear, actionable strategies that improve experience, brand perception, and business performance. The ideal candidate is a strategic thinker, a skilled storyteller, and a cross-functional leader who thrives in both data and dialogue.

ESSENTIAL FUNCTIONS:

Voice of Customer Strategy
* Lead the design, management, and continuous improvement of VoC programs including transactional, relational, and unsolicited feedback channels to tie customer voice into key moments of the journey
* Develop frameworks for listening, analyzing, and closing the loop on customer feedback across the organization.
* Partner with frontline teams and functional leaders to ensure insights drive measurable action and customer experience improvements.

Market Research Leadership
* Design and execute qualitative and quantitative research to assess brand health, customer needs, product perception, pricing, and competitive positioning.
* Manage research vendors and budgets to ensure efficient, high-quality delivery of insights.
* Support strategic planning, brand positioning, and marketing initiatives with data-driven recommendations

Insight Activation & Storytelling
* Synthesize insights into compelling narratives for executive leadership, influencing business strategy, product development, marketing, and service delivery.
* Build and maintain a centralized dashboard or insights portal to increase accessibility and usage of research and VOC insights across the enterprise.
* Establish and track key metrics related to customer satisfaction (e.g., CSI, NPS, brand tracking) and tie them to business outcomes.

Cross-Functional Collaboration
* Partner closely with Commercial and Operations teams to ensure a unified understanding of customer needs and expectations.
* Act as an internal consultant and advisor on research methodology, customer approach, and experience design.

Team Leadership & Development
* Lead, coach, and develop a high-performing team of researchers and VoC specialists.
* Foster a culture of curiosity, empathy, and customer advocacy.

MINIMUM QUALIFICATIONS:

* Bachelor's degree in Marketing, Business, Psychology, or related field OR equivalent combination of training, education & relevant experience
* Proven ability to lead customer research programs that drive business transformation and brand loyalty.
* Expertise in research methods (qual & quant), survey design, statistical analysis, and vendor management.
* Strong analytical skills and the ability to tell a story with data that influences decision-making.
* Excellent communication, leadership, and cross-functional collaboration skills.
* Excellent analytical skills.
* Strong written and verbal communication skills.
* Strong supervisory, management and organizational skills.
* Strong, broad-based PC skills (Microsoft Word, Powerpoint, and Microsoft Excel).
* Strong interpersonal relationships and skills.
* Experience with managing large databases.

PREFERRED QUALIFICATIONS:

* 11-14 years of experience in market research, customer insights, or voice of customer programs, preferably in a B2C or service-oriented environment.

* Master's preferred.

WORK ENVIRONMENT:

Typically, will need to comprehend various business processes in order to quickly grasp new concepts, approaches and systems
Utilizes computer keyboard and monitor to perform a variety of tasks
Climate-controlled office environment. Performs tasks that require sitting, standing and/or walking.

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.

The salary/hourly range is $163,000-$211,140, Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offeringshere.

Requisition ID:165016

Work Arrangement:06-Onsite 4/5 DaysClick here for more information about work arrangements at Amtrak.

Relocation Offered:No

Travel Requirements:0 - 5%

You power our progress through your performance.

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.

In accordance with DOT regulations (49 CFR * 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. *1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law..