BUILD A BETTER CAREER WITH MSC
Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.
Requisition ID : 19408
Employment Type : Full Time
Job Category : Customer Service/Support
Work Location :
Atlanta GA, Elkhart IN, Hanover Park IL, Jonestown PA, Fernley NV, Southfield MI, Davidson NC, OR Melville NY
LOCATIONS: Can be seated out of Atlanta GA, Elkhart IN, Hanover Park IL, Jonestown PA, Fernley NV, Southfield MI, Davidson NC, OR Melville NY
BRIEF POSITION SUMMARY:
The Director of Customer Intelligence is responsible for leading the development and execution of customer insights that inform strategic decisions, experience design, and business growth initiatives. This leader acts as the voice of the customer within the organization, turning research, data, and trends into actionable recommendations for the SVP, Customer Experience, Director of Strategic Implementation CX, Value Stream Owners and Executive team.
DUTIES AND RESPONSIBILITIES
- Design and implement comprehensive customer and market research programs to uncover emerging needs, trends, and growth opportunities.
- Analyze customer feedback, behavioral data, competitive benchmarks, and industry trends to provide data-driven insights that inform business priorities.
- Align customer competitive and market intelligence with corporate initiatives, ensuring key findings are embedded in strategic planning processes, business cases, and growth initiatives.
- Build dashboards and reporting frameworks to deliver timely, actionable intelligence
- Translate insights into strategic recommendations that shape CX priorities, product development, and go-to-market strategy
- Supports strategic business transformation through data and analytics
- Partner cross-functionally with Sales, Marketing, Business Units, Customer Care, Field Service, Supply Chain, Finance and Strategy teams to ensure alignment and impact
- Lead voice-of-the-customer (VoC) initiatives and manage third-party research partnerships
- Monitor and synthesize competitive developments (product launches, pricing shifts, messaging pivots, M&A, etc.) into timely recommendations for PMM, Product, and Exec stakeholders.
- Connect macro market trends (e.g., AI adoption, regulatory shifts) to product planning and executive narratives.
- Transform complex data into clear, compelling narratives that inform and optimize media and communication strategies, making recommendations that directly support company goals.
- Present actionable insights that inform senior leadership's strategic decisions.
- Present findings and foresight-driven perspectives to SVP, Customer Experience and senior stakeholders
- Build and manage a high-performing insights and analytics team
QUALIFICATIONS
What You Need :
- Bachelor's degree or equivalent in Business, Marketing, Economics, or related field; or the equivalent relevant work experience required.
- Minimum of eight years of experience in customer insights, market research, or competitive intelligence
- Demonstrated expertise in qualitative and quantitative research methodologies
- Strong proficiency in data visualization and storytelling (e.g., Tableau, Power BI, Excel, or similar tools)
- Proven success influencing strategic decisions through insight
- Excellent communication, leadership, and stakeholder engagement skills
- Experience in customer-centric industries such as industrial distribution, telecom, healthcare, or consumer goods preferred
- Ability to synthesize complex data into clear, compelling narratives for executive audiences
- Familiarity with CX measurement frameworks (NPS, CSAT, customer journey analysis)
- Strong sense of curiosity and strategic foresight to anticipate market shifts
- Comfortable working in fast-paced environments with cross-functional ambiguity
- Participates in special projects and performs additional duties as required.
Bonus Points if you Have:
- Advanced degree preferred.
Other Requirements:
- A valid driver's license may be required.
- Position requires up to 10% of travel
- This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)
Compensation starting at $140560 - $220880 depending on experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
#LI-Hybrid
Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.
This job posting will remain open for a minimum of 7 business days from the original posting date or longer as needed to fill the position.
WHY MSC?
People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.
OUR COMMITMENT TO YOU
Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.
You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.
