This role is a recognized expert in customer insights and will be critical in advancing Ritchie Bros.’ understanding of customers globally. This individual will establish and execute enterprise-wide customer research and Voice of Customer (VoC) strategies ensuring insighted are embedded into decision-making at all levels. As a senior advisor, the role integrated advanced methodologies and analytics to influence global strategy, enhance customer experience, and drive growth across all platforms.

This is a highly visible individual contributor role that partners with senior leaders across Marketing, Product, Sales, and Operations to ensure customer perspectives are embedded into decision-making at all levels of the organization.

• Bachelor’s degree in Marketing, Business, Statistics, Psychology, or related field (Master’s preferred).
• At least 8 years of experience in customer insights, market research, or customer experience strategy, ideally within B2B or global organizations.
• Prefer at least 10 years of experience in customer insights, market research, or customer experience strategy, ideally within B2B or global organizations.
• Strong knowledge of VoC program management, survey design, qualitative and quantitative methodologies, and statistical analysis.
• Proven ability to synthesize insights from multiple sources and translate into business recommendations.
• Excellent communication and presentation skills, with experience influencing senior leaders.
• Strong project management skills; ability to manage multiple priorities in a fast-paced, global environment.
• Experience with tools such as Qualtrics, Medallia, SurveyMonkey, Tableau, or Power BI is an asset.

• Lead quantitative and qualitative research (surveys, interviews, focus groups, ethnographic studies, market scans) to understand customer needs, behaviors, and perceptions.
• Synthesize complex data into clear, compelling insights that inform go-to-market strategy, product development, and customer experience initiatives.
• Establishes operational plans for global insights program with short-to-mid-term impact
• Own the design and governance of the global Voice of Customer (VoC) program.
• Implements strategic customer insights and VoC goals established by functional leadership
• Establish feedback loops and dashboards that capture customer sentiment across multiple touchpoints.
• Partner with functional leaders to ensure insights are translated into actions that improve service quality, trust, and loyalty.
• Serve as a strategic partner to Marketing, Sales, Product, and Operations senior leaders by providing insights that inform messaging, positioning, and customer engagement.
• Present findings and recommendations to senior executives and cross-functional teams in a clear, business-outcome-focused manner.
• Operates with high autonomy, serving as a trusted advisor to senior executives and influencing strategic direction through insights.
• Partner with Data & Analytics teams to leverage behavioral, transactional, and market data alongside primary research.
• Build customer segmentation frameworks that drive personalization, retention strategies, and revenue growth.
• Responsible for improving processes and systems using advanced reasoning, conceptualization, and interpretation. Benchmark Ritchie Bros.’ customer experience and insights practices against industry best practices.
• Identify emerging tools, platforms, and methodologies to elevate research and insights capabilities.
• Resolves undefined, complex problems spanning multiple functions, including customer experience, product development, and go-to-market strategy

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.

                                                                                                                                                                                            The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

 

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed.  Employees will also receive 15 days of PTO each year.

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.