Alight (formerly American Refugee Committee)

Job Description

Director of Customer Insight Reports to Chief Operating Officer | Supervises Insight Guide Full time | January 2023 Nairobi-based preferred | Hybrid eligible (see location notes below) Travel 25-50% Hello Hello! So you’re interested in joining us? Welcome, we’re happy you’re here. When you Join Alight, you’ll find… A team with deep experience in co-designing solutions that create new value around the world. We know we need to always be better, and we believe in the power and abundance of everyday people, everywhere, to change the world with us. A culture of radical accountability to our customers –as we help build a meaningful life for and with the displaced, we ask them what they want and then deliver on it. An organization that refuses to settle for anything less than delivering human-worthy services. We are proud to work on borderless teams. We hire great people from a wide variety of backgrounds and specifically encourage members of refugee, immigrant or other displaced communities to join us. Alight’s Journey Alight has been on a journey of transformation. Founded in 1979 as American Refugee Committee, in 2019 we became Alight. Along the way a core and fundamental belief has grown within the hearts of our community: every human being is full, whole, complex, and worthy of being truly seen. We choose to walk alongside those who by sheer luck and circumstance ended up on a long and arduous journey of displacement– one that upended their lives, livelihoods, plans of the future, dreams and aspirations. We work to create programs along the entire displacement journey to deliver essential experiences that all human beings deserve: the care of body, mind, and spirit; the experience of being and feeling safe; the peace of house and home; the pursuit of education; the dignity of work and financial security; and the experience of loving human connection. The Team The Global Programs Team is led by the Chief Operating Officer. This team is responsible for ensuring: customer qualitative and quantitative insights are utilized and lived throughout the organization, including the use of Kuja Kuja for insight, accountability, and responsive service improvement; customers consistently participate in all service design through co-creation and Human Centered Design; Alight consistently co-creates human-worthy, customer-centered services; exceptional business development at the organizational level. The Insight Team is new in Alight and is a key part of the Global Programs Team. The Insight Team holds the responsibility of ensuring the whole organization grounds our work in insight over the next 3-to-5 years. Alight began partnering with IDEO and IDEO.org in 2011 to transform both our work and our organization. Along the way, a deep belief in the power of insights emerged. We use insights not only to inform program designs, but also to orient and reorient our teams and donors to those we serve, inform decision making, prioritize our work, challenge our assumptions, advocate more powerfully, and ensure that our customers continue to feel heard, seen, and know that they matter. The Insight Team will work with the Global Programs Team, Country Programs, and external partners and consultants to ensure all teams put their customers first. Each team will ground their strategies and program designs in customer profiles, insights, guidelines, and important questions that they want to address. Over time, the Insight Team will create discovery guides and interview handbooks; organize listening tours, and ensure teams members have access to simple and advanced tools and trainings. The Role The Director of Customer Insight will lead Alight’s Insight Team. You will, in coordination with the COO, Co-Creation Team, Program Strategy team, and entire Global Programs Team, lead in the building up the core capability of qualitative and quantitative insights within Alight to deliver on our global strategy. You will be responsible for ensuring that country and program strategy is rooted in customer insight, establishing opportunities and workflows for insight intersection across enterprises, and co-design tools and experiences for learning and sharing across the organization.