Director, Customer Insights & Knowledge Strategy

About this role

About Amplify

Amplify helps teachers bring delight and rigor to students every day. We have become a leader in K–12 literacy, biliteracy, math, and science by building inspiring teaching and learning experiences based on research. The Amplify Classroom platform combines curriculum, assessment, and supplemental learning into one coherent high-quality instructional system. A pioneer in education since 2000, Amplify has developed deep relationships in states and districts by partnering with educators to drive implementation quality and improved outcomes. Today, Amplify serves more than 18 million students and teachers across all 50 states and on six continents. For more information, visit Amplify.com http://amplify.com.

Job Description:

The Insights, Strategy, and Development (ISD) team advances Amplify’s professional development strategy by enhancing and expanding Professional Development (PD) resources, developing innovative digital learning and PD offerings, and continuously refining these resources and programs that support successful product implementation and improved student outcomes. Through cross-functional collaboration, this team ensures that Amplify’s Customer Experience (CX) and PD offerings remain innovative, impactful, scalable, and strategically aligned to organizational priorities.

The Director of Customer Insights & Knowledge Strategy serves as a highly cross-functional strategic leader responsible for translating customer insights, research findings, pilot learnings, and organizational data into actionable strategies, scalable resources, and compelling narratives that strengthen both internal decision-making and external market positioning.

This role will lead enterprise-level CX insight generation and knowledge development efforts across Professional Development and Customer Success functions. The ideal candidate brings a balance of strategic thinking, operational execution, research expertise, and organizational influence, with the ability to lead through ambiguity, drive alignment across teams, and operationalize evolving strategy through data-informed decision-making. This position plays a critical role in helping Amplify:

- Improve implementation effectiveness

- Scale successful practices

- Enhance customer outcomes

- Strengthen CX KPIs

- Elevate Amplify’s position as a leader in educational services and professional learning

Essential Responsibilities:

Strategic Project Leadership & CX Partner Pilot Management

- Lead end-to-end project management of CX partner pilot initiatives from concept through implementation, evaluation, scaling, or transition

- Design project plans with clear milestones, success metrics, stakeholder alignment, and feedback mechanisms

- Evaluate the effectiveness of CX partner pilots and identify strategic opportunities for refinement, scaling, or transition

- Deliver concise, actionable communication to key stakeholders ensuring alignment and informed decision-making at every stage of the project lifecycle

- Lead project modifications based on testing results and stakeholder feedback

- Provide strategic recommendations regarding pilot continuation, operationalization or sunset decisions

- Partner cross-functionally to transition successful CX partner pilot programs to long-term owners with clear documentation and knowledge transfer

- Lead through ambiguity while balancing strategic vision with operational execution

Data Analysis, Research & Insights Development

- Analyze data across CX functions, including surveys, questionnaires, customer feedback, implementation data, and performance metrics

- Identify trends that support CX KPI achievement and organizational decision-making

- Design and refine surveys, questionnaires, and research methodologies to improve insight quality and usability

- Synthesize complex quantitative and qualitative data into actionable recommendations for leaders and stakeholders that support CX KPI achievement

- Track trends and outcomes over time to measure impact and identify continuous improvement opportunities

- Develop organizational research strategies and scalable insight frameworks

Knowledge Management & Internal Communications

- Develop clear, compelling, and visually engaging presentations, reports, memos, and strategic documentation based on CX data analysis

- Communicate findings and recommendations to internal stakeholders, including executive leadership

- Support leadership decision-making through concise, data-informed storytelling and recommendations that drive CX KPI performance

- Prepare project plans with clear feedback mechanisms before finalizing research initiatives

- Maintain organized systems for ongoing knowledge management, documentation, and CX insight sharing

Positioning & Thought Leadership Support

- Translate CX research findings and implementation insights into high-impact narratives and content that support thought leadership efforts both internally and externally

- Partner with Marketing and Public Affairs to ensure research-backed insights inform strategy and strengthen the market positioning of Amplify's offerings across internal and external audiences

- Develop foundational documentation and research-backed content, such as comprehensive case studies, white paper drafts, presentations, etc. for use in strategic customer-facing materials and internal communications

- Prepare and deliver high-level presentations and documentation that showcase organizational impact, implementation success, and CX excellence for key external stakeholders.

- Ensure external-facing content aligns with Amplify branding and organizational priorities

You Are a Good Fit for This Role If You:

- Make Data Matter: You are energized by the process of moving from large quantities of data to clear, actionable insights. You have a knack for cutting through complexity, identifying patterns, drawing out the most important findings,…