Accepting applications through January 15, 2023

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.

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.

Building a shared organization takes time and intention. We will always be becoming Alight, which means your work will evolve as well. For now, here’s how you could anticipate spending your time:

Rooting Country & Program Strategy in Customer Insight – 30%

• Work to ensure that all enterprise programs have defined customers and operate with profiles, insights, and design guidelines.
• Synthesize team research and discovery to ensure the enterprise insights are clear and resonant.
• Work with colleagues to ensure that insights and big questions are communicated to the entire team in a powerful and sustained way.
• Co-create tools and opportunities for the culture of curiosity to grow within enterprise programs.
• With colleagues’ support, hire, orient, prepare and coordinate consultants and design partners to support scaled listening tours.
• Participate in co-creation work, specifically by supporting customer insight work.

Global Strategy – 20%

• Work across enterprise teams to identify customer and/or insight intersections to create new partnership and program opportunities.
• Through research, identify most trusted partners so that new co-creations might emerge.
• Engage global borderless teams in strategic listening tours.

Culture of Learning & Sharing – 30%

It is critical to share insights. We are seeking to further promote a deeply respectful culture of curiosity and learning and build our ability to generously share learnings.

• Ensure Alight has a working definition of insight and discovery.
• Share and discuss insights with teams and support teams to share and discuss their work too.
• Find or co-create simple trainings to promote a deeply respectful culture of curiosity, listening, observation and seeking to understand.
• Identify and invite customer insight and research experts to do virtual trainings and presentations to orient, teach, and inspire global teams.
• Alight teams engage actively on WhatsApp groups and hunger for more communities of practice. Help nurture this community through meaningful prompts and simple activities.
• Discovery is core to orientation at Alight. Work with colleagues to improve orientation guides and experience.
• Work to publish Alight customer insights annually, providing internal teams and external partners with a tool to understand global displacement in a new way.

Managing the Team – 20%

Manage and lead the Insight Team, set insights strategy, and participate as a leader on the Global Programs Team. You will oversee the Insight Guide and work closely with the Strategy Programs team. You will also work closely with country team members throughout the organization to meet strategic objectives and develop the insights core capability within Alight.

Location

Travel

Qualifications

These are “must-haves” when you join Alight:

Open heart and open mind. You start by listening. You believe another person’s truth and it changes you. It unlocks your way of thinking in that moment, it opens your world.

Curiosity. You are always learning. You ask why and why again. You know that change (big and small) is constant, which means your curiosity to learn is matched with adaptability to evolve.

Trust. You believe that people do their best, are disciplined, and care about this as much as you do. You take responsibility for your part and know how to step back and give others the space to shine.

• Passionate customer insight specialist or design researcher with 8-10 years of professional experience, with a minimum of 3 years of customer insight specialist or design researcher experience
• 3-5 years of leadership experience working with diverse teams
• Ability to synthesize sizeable amounts of information into concise and resonant statements.
• Ability to communicate complex ideas in simple but powerful ways.
• Experience leading a team through project or program objectives.

• Be deeply human-centered. You want to be part of putting customers in the center of Alight.
• Be comfortable traveling to refugee settlements and Alight programs worldwide.
• Have experience working in diverse global contexts.
• Have a deep sensitivity and respect for people.
  • Understand the importance of permission.
  • Intercultural awareness and experience.
  • Careful to seek guidance and partnership to navigate new experience.
  • Thoughtful and careful about experience and how to hold peoples’ stories and experiences
• Be oriented to giving, not extractive. People are generally eager and open to share their stories and it is critical that we honor their trust and calibrate to their expectations. Interviews are an opportunity to share and be seen.

Borderless Team of 2,500 staff worldwide that sees possibility, celebrates moments of abundance, shares new ideas, and strives to do a better thing every day.

Family Friendly – We know that you are a whole person with a life and a family. We honor this. In return, we expect that you will take ownership of your work and follow-through on your commitments; sometimes that means flexing your schedule and we’re good with that.

Learning & Development – Access thousands of free online learning courses to take at your own pace and tailor to your professional goals.

Health, dental, and MedEvac Insurance – We strive to offer the best-in-class healthcare plans to our staff each year. We cover 100% of the cost for your health premium and 75% of the cost for coverage for your spouse/dependents.

Retirement – We contribute 6% of your salary regardless of your contribution amount, after one year of service.

Generous Leave Time – Between vacation days, personal leave days, and holidays, you have ample opportunity to take time off when you need it.

Alight

We are on a journey to build Alight, a new platform of amazing people and organizations providing lifesaving services and creating breakthrough solutions for and with the displaced. WeAreAlight.org

Alight is an Equal Opportunity Employer offering employment without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, national origin, citizenship, physical or mental disability, or protected veteran status. Alight complies with all applicable laws governing nondiscrimination in employment.