Head Of Customer Insights

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About The Opportunity

Dayforce is seeking a strategic and visible leader to lead the Customer Insights function and evolve it into a decision intelligence capability that drives customer-centric outcomes across the enterprise.

This role owns the end-to-end customer insight ecosystem, including survey management, customer health, benchmarking and in the future- paid insights offering, adoption and usage analytics, CX trend reporting, and—critically—turning insight into action.

The Head of Customer Insights will partner closely with senior leaders across Product, Customer Success, Services, Sales, Marketing, and Technology to ensure customer data is translated into clear recommendations, informed decisions, and measurable business impact.

This role requires a balance of strategic leadership, executive influence, and hands-on technical credibility. We need someone open to shifting or nightshift schedule.

What Youll Get To Do

Customer Insight Strategy & Leadership

• Define and execute the Customer Insights strategy aligned to Dayforce’s growth, retention, and customer experience priorities
• Establish Customer Insights as a trusted, visible thought partner embedded in key business rhythms and decision forums
• Own the end-to-end insight agenda, ensuring clarity of purpose, prioritization, and impact
  
  

Survey Management & Research Excellence

• Own the design, governance, and execution of all customer survey programs, including relationship, transactional, and ad hoc research
• Ensure methodological rigor, data quality, and appropriate use of survey tools (e.g., Alchemer)
• Define when surveys are the right tool—and when alternative insight methods are required
  
  

Customer Health & Experience Measurement

• Own the definition and evolution of Customer Health, incorporating adoption, usage, sentiment, and experience indicators across customer lifecycle
• Partner with Product, Sales and GCO to ensure health metrics are actionable and decision-relevant
• Balance lagging indicators (e.g., NPS, sentiment) with leading indicators that signal risk and opportunity
  
  

Adoption, Usage, Sentiment & Trend Analysis

• Lead analysis of customer adoption, usage, and sentiment trends across the customer lifecycle
• Synthesize quantitative and qualitative data into clear narratives about customer behavior and experience
• Identify emerging risks, opportunities, and inflection points impacting retention, expansion, and value realization
  
  

Customer Benchmarking & Paid Insights

• Own customer benchmarking programs, including external comparisons and industry perspectives
• Develop and scale paid insights offerings, where applicable, ensuring credibility, value, and differentiation
• Position Dayforce as a thought leader through high-quality, insight-driven external content
  
  

CX Trends & Executive Reporting

• Produce regular CX and customer trend reporting for senior leadership
• Translate complex data into concise, decision-oriented executive insights
• Ensure reporting focuses on implications and actions—not just metrics
  
  

Insights-to-Action & Shared Accountability

• Move the function from insight delivery to recommendation ownership
• Clearly articulate “what this means” and “what should change” for business partners
• Track adoption of recommendations and partner accountability for outcomes
  
  

Analytics, BI & Technology Enablement

• Demonstrate strong hands-on fluency with Power BI, Excel, SAS, and other analytics tools to ensure credibility and quality
• Partner with Data and Technology teams to integrate behavioral, operational, and unstructured data
• Leverage AI and automation to scale insight generation, text analytics, and synthesis
  
  

Talent, Governance & Change Leadership

• Build and develop a future-ready Customer Insights team with strong consulting, storytelling, and analytical skills
• Establish demand governance to prioritize work based on business impact
• Lead visible transformation, including stopping low-value work and modernizing ways of working
  
  

Skills And Experience We Value

• 10+ years of leadership experience in Customer Insights, Market Research, Analytics, or related disciplines
• Proven experience leading customer insight programs at scale, including surveys, health metrics, and trend analysis
• Strong hands-on expertise with Power BI, Excel, SAS and survey platforms such as Alchemer
• Experience defining and operationalizing customer health, adoption, usage, and sentiment frameworks
• Demonstrated ability to influence senior leaders and translate insight into action
• Experience leveraging AI and advanced analytics in insight generation is strongly preferred
  
  

Leadership Competencies

• Strategic vision and systems thinking
• Executive presence and organizational visibility
• Influence without authority
• Strong business and commercial acumen
• Deep analytical and technical credibility
• Change leadership and talent development
  
  

What Success Looks Like

Within 12–18 months:

• Customer Insights is embedded in key business decisions and planning cycles
• Customer health, adoption, usage, and sentiment metrics actively guide action across key customer facing functions
• Benchmarking and CX trend reporting are viewed as strategic assets to the organization
  
  

What’s In It For You

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process

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