Consumer Insights Researcher, Research Operations and Voice of Customer

Consumer Insights Researcher

About the Role

As the Consumer Insights Researcher, Research Operations and Voice of Customer, you will lead efforts to improve the efficiency and effectiveness of the research organization by improving operations, managing research tools, and putting in place AI-enabled agents and processes. You will also support our Voice of Customer experience survey program helping set up and deliver programs to gather client feedback. In addition, you will lead our consumer trends work, which will help ensure our senior leaders are able to make insights-informed decisions. You will support the broader organization by leading qualitative and quantitative research projects as needed.

Day to day, you’ll...

• Define and enhance research processes, tools, governance, and documentation
• Lead knowledge management of insights and competitive intelligence
• Lead the efforts to transform the research function through AI-led tools and agents
• Lead the management of the research suite of tools
• Provide project management and insights support for the Voice of Customer program
• Serve as the consumer trends lead, putting together reports on what trends will impact the tax and financial services industries and H&R Block
• Synthesize insights across diverse internal and external studies and data sources into cohesive narratives that generate actionable insights for internal stakeholders and teams
• Lead qualitative and quantitative research projects as needed

• Bachelor’s degree in Marketing, Business, Psychology, or a related field
• 2+ years of experience in consumer insights, market research, Voice of Customer programs, or related fields
• Familiarity with qualitative and quantitative research methodologies, including survey design and analysis
• Experience in synthesizing secondary research and various data sources
• Strong project management skills with an ability to manage multiple projects and prioritize effectively
• Problem-solving skills and attention to detail
• Experience working in a team environment
• Passion for improving processes and using AI to increase effectiveness

• 5+ years of experience in insights, research, or behavioral science roles within consumer-facing businesses, ideally in technology, fintech, or tax/financial services
• Experience in gathering and bringing to teams competitive intelligence, category trends, market shifts and whitespace opportunities
• Experience shaping or scaling research functions, including building frameworks, processes, governance models, or research operations
• Expertise with modern research tools (e.g., Qualtrics, UserTesting, or similar)
• Experience supporting Voice of Customer programs
• Experience managing research and agency vendors
• Master’s degree in a relevant field (e.g., Human-Computer Interaction, Psychology, Behavioral Science, Marketing Research, Data Science, Business) is a plus

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.