Customer Insights Manager

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Department Overview Mission of the Customer Experience Department is to enhance customer experience by driving Motorola Solutions’ priorities and actions through the unbiased customer's voice. Customer Experience representatives interface with different MSI organizations & departments in order to develop and implement strategies useful in improving customer relationship, dedication, and satisfaction. Job Description Role Overview The Customer Insights Project Manager drives the Voice of the Customer and Voice of Employee agenda by expertly managing the entire feedback lifecycle. This role is crucial for designing, executing, and optimizing survey programs; translating complex data into clear, actionable advice for stakeholders; and ensuring that customer intelligence actively guides strategic business decisions. By combining survey expertise, stakeholder engagement, and advanced analytics, the Customer Insights Project Manager ensures that customer feedback is not just collected but transformed into strategic advisory that drives growth, innovation, and stronger customer relationships. Scope of Responsibilities: Survey Preparation, Management & Advisory: Own the end-to-end design, configuration, and deployment of relationship and transactional surveys within the designated feedback platforms (e.g., Qualtrics, Gainsight, Survey Monkey, etc.). Data Integrity: Ensure the reliable integration of survey tools with core business systems (e.g., Salesforce, ERP) to maintain data accuracy and consistent segmentation. Data Translation: Collaborate directly with analytics teams to conduct advanced root cause analysis on customer data, identifying core drivers of satisfaction and dissatisfaction. Dashboard Development: Design, build, and maintain action-oriented CX dashboards for various organizational levels, ensuring each group receives insights relevant to their functional area (e.g., operational efficiency metrics for OM, sales metrics for regional leads). Insight Generation: Transform raw scores and verbatim comments into compelling, synthesized customer narratives that illuminate key friction points and opportunities. Cross-Functional Leadership: Build strong relationships with regional sales, service leadership, and IT partners to secure buy-in and ownership for CX improvement initiatives. Advisory Function: Serve as the internal customer insights advisor, presenting findings and strategic recommendations to executive and functional leadership. Action Planning: Facilitate working sessions to translate reported data into concrete improvement roadmaps, ensuring that improvement actions are measurable and aligned with business goals. Basic Requirements Experience: - 5+ years managing Voice of Customer, market research programs, or similar customer data role, with a proven track record of preparing and maintaining surveys within enterprise tools. - Ability to coordinate complex assignments - Proven change and project management skills, with the ability to lead change across indirect and remote reporting parts of the business - Remote and matrix working – the individual will need proven ability to work in a large, matrix organization that spreads across time zones, cultures, and languages Technical & Educational Proficiency: - Expert proficiency in at least one major survey platform (Qualtrics, Gainsight, Survey Monkey, etc.) and strong experience creating dashboards using visualization tools (Tableau) - Familiarity with CRM & Customer Data Platforms (eg, Salesforce, or similar systems) - Bachelor’s degree in Business, Marketing, Psychology, Statistics, Economics, or related field - Fluent English (spoken and written) Influence and Communication: - Exceptional ability to communicate complex data simply and persuasively to diverse, non-technical executive audiences - Excellent listening and communication skills to effectively understand and articulate stakeholder needs across all business functions. - Naturally open-minded, adaptable, and receptive attitude to diverse perspectives, which fuels collaborative problem-solving. We offer: - Contract of employment - Hybrid work model and flexible working hours - Comfortable working conditions (high class offices, parking space) - Competitive salary package - Strong team-oriented culture - Private medical and dental coverage (Medicover) - Life insurance - Cafeteria program for benefits (multisport card, cinema tickets, etc.) - 1000 PLN for spectacles - Employee Pension Plan (PPE) - ESPP (Motorola Solutions stock programme) - Company-supported sport and social activities (ski team, volleyball, tennis section, etc.) - Access to wellness facilities and integration events Travel Requirements None Relocation Provided None Position Type Experienced Referral Payment Plan No Company Motorola Solutions Systems Polska Sp.z.o.o EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.