amplify - Director, Customer Insights & Knowledge Strategy

• Strategic Project Leadership & CX Partner Pilot Management • Lead end-to-end project management of CX partner pilot initiatives from concept through implementation, evaluation, scaling, or transition • Design project plans with clear milestones, success metrics, stakeholder alignment, and feedback mechanisms • Evaluate the effectiveness of CX partner pilots and identify strategic opportunities for refinement, scaling, or transition • Deliver concise, actionable communication to key stakeholders ensuring alignment and informed decision-making at every stage of the project lifecycle • Lead project modifications based on testing results and stakeholder feedback • Provide strategic recommendations regarding pilot continuation, operationalization or sunset decisions • Partner cross-functionally to transition successful CX partner pilot programs to long-term owners with clear documentation and knowledge transfer • Lead through ambiguity while balancing strategic vision with operational execution • Data Analysis, Research & Insights Development • Analyze data across CX functions, including surveys, questionnaires, customer feedback, implementation data, and performance metrics • Identify trends that support CX KPI achievement and organizational decision-making • Design and refine surveys, questionnaires, and research methodologies to improve insight quality and usability • Synthesize complex quantitative and qualitative data into actionable recommendations for leaders and stakeholders that support CX KPI achievement • Track trends and outcomes over time to measure impact and identify continuous improvement opportunities • Develop organizational research strategies and scalable insight frameworks • Knowledge Management & Internal Communications • Develop clear, compelling, and visually engaging presentations, reports, memos, and strategic documentation based on CX data analysis • Communicate findings and recommendations to internal stakeholders, including executive leadership • Support leadership decision-making through concise, data-informed storytelling and recommendations that drive CX KPI performance • Prepare project plans with clear feedback mechanisms before finalizing research initiatives • Maintain organized systems for ongoing knowledge management, documentation, and CX insight sharing • Positioning & Thought Leadership Support • Translate CX research findings and implementation insights into high-impact narratives and content that support thought leadership efforts both internally and externally • Partner with Marketing and Public Affairs to ensure research-backed insights inform strategy and strengthen the market positioning of Amplify's offerings across internal and external audiences • Develop foundational documentation and research-backed content, such as comprehensive case studies, white paper drafts, presentations, etc. for use in strategic customer-facing materials and internal communications • Prepare and deliver high-level presentations and documentation that showcase organizational impact, implementation success, and CX excellence for key external stakeholders. • Ensure external-facing content aligns with Amplify branding and organizational priorities • You Are a Good Fit for This Role If You: • Make Data Matter: You are energized by the process of moving from large quantities of data to clear, actionable insights. You have a knack for cutting through complexity, identifying patterns, drawing out the most important findings, and turning them into clear, usable data that drives real impact. • Pedagogical & Adult Learning Enthusiast: You are excited to dive into both pedagogy and adult learning principles (andragogy), establishing yourself as a credible leader in instructional practices across content areas. With an initial focus on elevating math instruction, you’re willing to dig into the nuances of math, pedagogy, and adult learning to effectively collaborate and position our work with partners. • Feel Energized by Working with and Driving Outcomes Through Partnerships: You’re excited to work with others to achieve results. You’re eager to bring people in, invest them in clear outcomes and expectations, and move toward outcomes - at scale and across diverse internal and external stakeholders. • Get Things Done: You have a bias toward action and can size up risk and opportunity effectively to move groups and individuals forward - closing loops, driving work forward, influencing and motivating others, with a high bar - while balancing a high bar for quality with forward momentum). • Lead with Radical Ownership: You take full responsibility for your projects, from concept through execution. You own the design process, challenges, and successes, and lead your team with accountability and dedication. • Communicate Clearly & Effectively: You excel at communication, providing clear, compelling updates, anticipating your audience's needs, and communicating with finesse. You ensure that information is effectively shared across all levels and departments. Your speaking and writing is crisp and balanced.