Customer & Product Insights Strategist

Customer & Product Insights Strategist

The Customer & Product Insights Strategist plays a mission-critical role in aligning G&W Electric's offerings with real customer needs. As a core member of the GSIT (Global Strategic Insights) team, this role leads the customer and product insight function, connecting the voice of the customer (VoC) to new product development (NPD), commercialization, and long-term strategic planning.

This individual serves as an embedded insights partner to key product lines and business teams, helping teams de-risk innovation, validate product-market fit, and prioritize high-impact improvements. This is a hands-on, high-influence role for someone who thrives at the intersection of research, strategy, and innovation.

As a Customer & Product Insights Strategist you will:

• Voice of the Customer (VoC) Program Ownership
  
  
  
  • Build and manage formal VoC programs, including pulse surveys, in-depth interviews, and customer satisfaction metrics (e.g., NPS, CSAT).
  • Translate feedback into actionable insight for product Principals, sales teams, and executive leadership.
  
  
  
  
• Segmentation & Persona Development
  
  
  
  • Create needs-based customer segments and define "Jobs to Be Done" personas for core and emerging markets.
  • Integrate customer archetypes into product development, sales training, and marketing content.
  
  
  
  
• New Product Development Support
  
  
  
  • Serve as an embedded research partner in the stage-gate process.
  • Guide opportunity identification, concept testing, pricing research, and launch optimization.
  • Ensure every new product concept is grounded in evidence-based customer need and market demand.
  
  
  
  
• Customer Journey Mapping
  
  
  
  • Lead cross-functional efforts to map the end-to-end customer experience.
  • Identify key pain points, moments of truth, and value creation opportunities across the customer lifecycle.
  
  
  
  
• Product Experience Optimization
  
  
  
  • Evaluate current offerings and customer feedback to identify improvement opportunities.
  • Support product managers in prioritizing features and enhancements aligned to user needs.
  
  
  
  

Leadership & Collaboration

• Serve as the executional lead for GSIT's Customer & Product Insights pillar.
• Act as an embedded partner to Product Line Managers, Innovation, and Sales teams.
• Support annual planning and strategic prioritization by grounding decisions in deep customer understanding.
• Present clear, compelling research readouts to cross-functional stakeholders and senior leadership.
• Mentor junior analysts and elevate the standard of insight generation across the organization.

We are looking for someone with:

• A Bachelor's Degree in Marketing, Business, Psychology, Human-Centered Design, or related field

• 6+ years of experience in customer insights, user research, product strategy, or market research.
• Proven track record of supporting product development through applied research.
• Experience leading qualitative and quantitative studies end-to-end.
• Strong familiarity with segmentation, journey mapping, and VoC design.

• Proficiency in research methods (interviews, surveys, usability testing, conjoint, etc.).
• Analytical thinker with ability to synthesize findings into compelling insights.
• Strong storytelling and executive presentation skills.
• Tools: PowerPoint, Excel, Qualtrics/Forsta, Miro; familiarity with SPSS, Tableau, or user research platforms a plus.
• Able to operate with speed, structure, and clarity in a matrixed environment.

Ideally you will have:

• Master's degree or MBA preferred.
• Experience in B2B industrial or infrastructure sectors.
• Background working with engineering, innovation, or product management teams.

The Physical Demands / Working Conditions of the role are:

Hybrid work environment with occasional travel for field research, customer interviews, or product testing workshops.

What we offer you:

Typical pay is $111,828 - 148,113 annually.

Please note the pay information shown above is a general guideline. Pay is based upon candidate skills, experience, and qualifications.

This position is eligible for participation in our Quarterly Incentive Pay Program

G&W Electric offers a comprehensive benefits package that includes:

• Medical, Dental and Vision Insurance
• Short and Long-Term Disability
• Life Insurance
• Health club membership program and reimbursement
• Employee Assistance Program
• Tuition Reimbursement
• 401 (k)
• Annual Profit Sharing
• Vacation
• Air-conditioned/heated state-of-the-art manufacturing facility

About G&W Electric

Innovating since 1905, G&W Electric has grown into a global leader in engineered electrical power grid solutions. Working with us means joining a worldwide team of passionate manufacturing professionals striving to continually improve the technologies the world depends on to deliver safe, reliable electricity. Our culture is focused on employee success, so we foster an entrepreneurial environment that encourages everyone to thrive.

Learn more about our company by watching this video: https://www.youtube.com/watch?v=DMtAhsdYeUQ

G&W Electric enjoys a long reputation for product quality, innovation and world-class customer service to the power industry. We have established this reputation by believing that our greatest asset is our employees. We owe our success to the initiative and talents of highly skilled individuals within our team-based organization. Our goal is to set the standard for customer satisfaction by ensuring a superior level of service, performance and innovation. As a global organization and industry leader, we are committed to cultivating an engaging work environment that embraces our core values and develops our talent. Our continuous focus on growth and innovation means that you become part of a company that provides challenging opportunities, rewards excellence and combines your individual expertise to achieve a higher level of shared success. As part of our organization, you also help power the world!

G&W Electric is proud to be an Equal Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. G&W Electric participates in the E-Verify process for all new hires.

*G&W Electric participates in the E-Verify process for all new hires.

VEVRAA Federal Contractor