Director – Research & Insights

Join Our Team as a Director – Research & Insights!

New Metrics is a leading human-centric transformation consultancy, empowering organizations to enhance employee productivity, maximize customer lifetime value, and achieve sustainable growth. Our integrated approach combines advanced technology, real-time insights from structured and unstructured data, and a deep understanding of human behavior. New Metrics delivers end-to-end solutions across the customer lifecycle—from acquisition to advocacy—embedding ESG principles throughout. By leveraging data-driven insights and innovative strategies, we optimize customer journeys, boost loyalty, and enable clients to thrive in competitive, customer-focused markets.

Our values— Be Bold, Be Curious, Be Human-Centric —guide everything we do. Our mission is to create meaningful impact by empowering businesses and delivering measurable human value.

About the Job :

The Director – Research & Insights owns the end-to-end success of research projects and the client accounts within their portfolio. They are the senior point of accountability for project delivery, account management, deliverable quality, customer satisfaction, and project profitability.

The Director leads multi-disciplinary teams of Team Leaders, Senior Consultants, Consultants, and Business Analysts to convert client questions into actionable insights, while protecting commercial outcomes and growing long-term client relationships. The Director is expected to be AI-fluent — embedding generative AI and modern analytical tooling across the research lifecycle to accelerate delivery, deepen insight, and elevate the quality of the work, while safeguarding rigour, client confidentiality, and ethical standards.

Your Main Duties Will Include:

End-to-End Project Ownership

• Lead research projects end-to-end from scoping and proposal through fieldwork, analysis, reporting, and final presentation.
• Approve methodology selection, project plans, resourcing, and timelines to ensure rigorous, on-time delivery.
• Manage project risks and dependencies, flagging risks early to internal stakeholders and clients, and driving resolution.
• Serve as the senior quality gate on every engagement under their portfolio.
• Embed AI responsibly across the project lifecycle, identifying where generative AI, automation, and advanced analytics can compress timelines or improve quality — from desk research and questionnaire design to coding, synthesis, and reporting — while ensuring human oversight, data privacy, and client-approved use of AI on every engagement.

Client & Account Management

• Act as the primary point of contact for assigned accounts, building trust with senior client stakeholders.
• Lead client engagement aligning research deliverables with the client’s strategic objectives and decision-making needs.
• Grow accounts identifying upsell and cross-sell opportunities and partnering with Sales to convert them.
• Drive client satisfaction through structured account reviews, and repeat-business metrics.
• Oversee proposals and contracts, ensuring scope, pricing, and commercial terms are sound.

Deliverable Quality & Insight Generation

• Own the quality of all reports, dashboards, and presentations produced for the client.
• Lead the analysis and interpretation of data, translating quantitative and qualitative findings into clear, actionable recommendations.
• Set the bar for storytelling, visualization standards, and reporting frameworks across the team.
• Collaborate with the Technology team to improve dashboard design and digital delivery of insights.
• Drive innovation in analytical approaches, such as segmentation, modelling, benchmarking, and advanced analytics, including the application of generative AI and large language models to qualitative coding, synthesis, and pattern detection.
• Critically evaluate AI-generated outputs, applying expert judgement to validate accuracy, mitigate bias, and ensure that any AI-assisted analysis or written content meets the firm’s standards before it reaches the client.

Project Profitability & Commercial Performance

• Own the P&L for each project in the portfolio (margin, utilization, scope control).
• Track project economics, monitoring budgets, hours, and external costs against approved estimates.
• Manage scope creep and change requests in a way that protects both the client relationship and project margin.
• Partner with Operations to forecast staffing needs and optimize team utilization.

Team Leadership & Development

• Lead, coach, and develop Team Leaders, Consultants, and Business Analysts assigned to their projects.
• Build capability through clear delegation, feedback, and on-the-job coaching.
• Conduct performance reviews, development plans, and promotion recommendations within the department’s framework.
• Foster a culture of accountability, curiosity, and client-centricity.
• Build AI fluency across the team, coaching consultants and analysts on effective prompting, tool selection, and the responsible use of AI — and setting clear expectations on when AI is appropriate, how outputs must be reviewed, and how confidentiality is protected.

Strategic Contribution

• Contribute to the evolution of the Research & Insights value proposition by developing new services and methodologies, including AI-enabled offerings that differentiate the firm in the market.
• Develop and contribute to thought leadership, case studies, and client workshops.
• Team engagement, retention, and progression of direct reports.

What We Expect From You:

• Bachelor’s degree in Business, Economics, Statistics, Marketing, Social Sciences, or a related field; postgraduate degree preferred.
• 10+ years of professional experience in market research, insights, consulting, or a related advisory field, including demonstrable experience leading client accounts and end-to-end research projects.
• Prior team leadership experience, with proven ability to manage multi-disciplinary teams across analysis, reporting, and client delivery.
• Strong technical foundation in both quantitative and qualitative research methodologies.
• Demonstrated AI fluency, with hands-on experience using generative AI tools (e.g. ChatGPT, Claude, Copilot, or equivalent) in a professional research, consulting, or analytical context, and a clear point of view on where AI adds value, where it does not, and how to govern its use responsibly.
• Solid understanding of commercial fundamentals: proposals, pricing, scoping, project economics, and account growth.
• Excellent with executive-level client communication, storytelling, and presentation skills.
• strategic thinking and structured problem-solving.
• client orientation and relationship management.
• commercial acumen and ownership of profitability.
• analytical depth combined with storytelling clarity.
• leadership presence and team development capability.
• collaboration across Operations, Technology, and Sales functions.
• AI fluency — effective, judicious, and responsible use of generative AI to amplify research and team productivity.

What You Can Expect From Us

At New Metrics, we are committed to creating an inclusive, flexible, human-centric and supportive work environment.

When you join our team, you can expect:

1. Exceptional trust based culture that fosters inclusion, creativity, and innovation:

• 91% of employees feel engaged, reflecting our ongoing efforts to deliver the best in class employee experience
• 94% of our employees feel included and have a sense of belonging
• 94% of employees trust their manager

2. Collaboration with a passionate and high-performing team that values appreciation of individual attributes and diverse perspectives

3. Exposure to a global brand known for its commitment to excellence and making a difference in creating human value

4. A comprehensive focus on flexibility, wellness and result orientation in operation

5. Strong focus on life-long learning and continuous development, along with opportunities to enhance your skills and knowledge

6. Equal opportunities for growth and development, supported by subsidized professional qualifications and paid professional memberships to advance your career

7. A commitment to environmental sustainability, creating a positive impact on the world around us

Join our passionate team at New Metrics and make a meaningful impact on the world of experience management! Our values, mission, and culture drive us to create flawless experiences that matter. If you're ready to delve deeper and contribute to our vision, apply now. We can't wait to hear from you!