VP of Customer Insights
Company Description
Nitek Engineering Co is an engineering solutions provider that partners with European business leaders to deliver high-quality services and equipment to end-users. Founded in 2009, the company supplies high-tech equipment and top brands of new, used, and pre-owned machinery from the European Union and Asia. Through close collaboration with partners, Nitek offers machinery supply, complete production lines, laboratory and R&D equipment, technical consulting, spare parts, and comprehensive after-sales services including installation, commissioning, repair, modernization, refurbishment, and maintenance. The company serves a wide range of industries, including industrial automation, pharmaceutical processing and packaging, food processing and packaging, cosmetics, chemical, and beverage sectors. Nitek emphasizes reliability, technical expertise, and long-term customer relationships across global markets. Role Description The VP of Customer Insights is a full-time remote role responsible for developing and executing a customer insights strategy that informs business decisions across Nitek Engineering Co. This position leads the design and implementation of customer feedback programs, surveys, and data collection initiatives across multiple channels, including contact centers and digital touchpoints. The VP will analyze customer data to identify trends, drivers of satisfaction, and opportunities to improve customer experience and service quality, then translate findings into actionable recommendations for leadership and operational teams. The role oversees cross-functional collaboration with sales, service, operations, and marketing to embed customer insights into product offerings, after-sales services, and process improvements. The VP of Customer Insights also builds and mentors a team, establishes measurement frameworks, and develops dashboards and reports to track customer experience performance and support strategic planning.
Qualifications
Strong background in customer-focused disciplines, including Customer Satisfaction and Customer Experience, with a track record of developing and executing customer insight strategies. Excellent Analytical Skills, including quantitative and qualitative analysis, data interpretation, and the ability to present complex findings in clear, actionable formats. Experience in Customer Service leadership, preferably in technical or industrial environments, with the ability to partner closely with operations and service teams. Knowledge of Contact Centers operations, tools, and metrics, and experience using contact center data to drive service and experience improvements. Proven leadership experience in a senior or executive role, including team management, stakeholder collaboration, and strategic decision-making. Familiarity with engineering, manufacturing, or industrial sectors; experience in machinery, automation, or related industries is an advantage. Strong communication and presentation skills, with the ability to influence senior leadership and cross-functional teams in a global context. Bachelor’s degree in Business, Engineering, Data Science, or a related field; an advanced degree (MBA or equivalent) is preferred.