Who We Are
Invitation Homes is a fast-paced evolving publicly traded REIT that is pioneering a new industry with over 110,000 single family rental homes and a market capitalization of over $25 billion. We are a team of more than 1,600 associates who come from all walks of life. We call different communities “home,” but our shared values bind us together. Invitation Homes is a place where possibility lives.
The Director of Voice of the Customer, Insights & Research is a customer-obsessed leader responsible for shaping the enterprise-wide customer insights strategy. This role builds and oversees a unified Voice of the Customer (VoC) ecosystem that integrates data sources, elevates customer intelligence, and directly informs decision-making at the highest levels. The Director drives the generation of actionable insights that improve satisfaction, reduce friction, identify growth opportunities, and strengthen the overall resident experience.
The ideal candidate is a strategic thinker who influences cross-functional partners, leads sophisticated research programs, and transforms complex information into narratives that guide business priorities and outcomes.
What You’ll Do
Enterprise Insights Leadership- Build and lead an integrated, enterprise-wide customer listening system that unifies surveys, call center analytics, digital feedback, chat, AI, social sentiment, and frontline insights across the end-to-end customer journey.
- Define the long-term VoC strategy, ensuring insights consistently inform organizational priorities, investments, and performance measures.
- Lead comprehensive research programs—including qualitative, quantitative, segmentation, behavioral, and journey studies—to identify unmet needs, innovation opportunities, and experience improvement levers.
- Translate feedback and data into clear, compelling, and actionable insights that shape strategy, product design, customer offerings, operations, and marketing.
- Oversee development of dashboards and executive-level reporting that connect customer insights to business and operational outcomes.
- Serve as the organization's insights storyteller—distilling complex analysis into concise recommendations for senior leadership.
- Partner with Experience Owners, Operations, Marketing, Customer Care, Technology, and Investment Management to prioritize initiatives based on customer demand, financial impact, and operational feasibility.
- Ensure insights drive cross-functional alignment and inform key decisions at both strategic and operational levels.
- Build and maintain closed-loop feedback frameworks to ensure customer issues are acknowledged, resolved, and used to inform continuous improvement.
- Establish standards, workflows, and accountability mechanisms for acting on customer feedback.
- Lead and develop a high-performing insights team capable of supporting enterprise needs.
- Manage external research partners and technology vendors, ensuring delivery of high-quality insights that support larger business initiatives.
- Advocate for customer-first thinking across the organization and embed insights into planning, prioritization, experience design, and performance management.
- Serve as a key voice in shaping a culture that values listening, learning, and continuous improvement.
Who We’re Looking For
- Bachelor’s degree in Marketing, Business, Analytics, or related field; advanced degree preferred.
- 8+ years of progressive experience in customer insights, market research, or VoC leadership roles.
- Demonstrated ability to translate customer data into strategic business recommendations that influence senior leadership.
- Deep expertise in research methodologies, survey design, data integration, and analytics platforms (e.g., Qualtrics, Tableau).
- Strong executive presence with exceptional communication, storytelling, and influencing skills.
- Proven success building or scaling enterprise-level insights or VoC programs.
Why Invitation Homes
We stand for flexibility, opportunity, and a home that people can make their own. It’s as true for our associates as it is for our residents. Just like we help our residents live freer, we liberate our associates’ careers, too. Our associates know that goals matter, potential is unlocked, and careers thrive. Invitation Homes isn’t just a workplace but a possibility place. We offer each new associate:
- Competitive pay and an annual bonus program for all associates
- Generous paid time off plans including vacation accrual, sick time, volunteer time, parental leave, and standard and floating holidays
- 401k with matching company contributions
- Team events and gatherings
- Employee resource groups: Together with Women, Asian Alliance, The Black Collective, Juntos, Gen Next, and Open Invitation
To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:
Annual bonus program
Health, dental, vision, and life insurance
Long-term and short-term disability insurance
Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
401(k) with company matching contributions
Awesome work environment with casual dress
Team events and gatherings (Pre- and Post-Covid)
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at [email protected].
To all recruitment agencies: Invitation Homes does not accept agency resumes. Please do not forward resumes to Invitation Homes employees. Invitation Homes is not responsible for any fees related to unsolicited resumes.
#LI-JA1Invitation Homes Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Invitation Homes and has not been reviewed or approved by Invitation Homes.
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Healthcare Strength — Coverage includes comprehensive medical, dental, and vision alongside an Employee Assistance Program, health coaching, fertility benefits, and transgender-inclusive care. Benefits are effective from the date of hire to ensure immediate access.
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Parental & Family Support — Paid parental leave provides eight weeks of bonding time available from the first day of employment. Company-recognized and floating holidays further support family and personal time needs.
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Retirement Support — The 401(k) program features a clearly defined company match with immediate vesting. This structure supports building retirement savings without waiting periods.
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What We Do
Invitation Homes specializes in acquiring single family homes in situations such as foreclosure or short sale, rehabilitating, leasing. Invitation Homes is the top home leasing company for single families. With over 80,000 homes in our portfolio, we currently provide homes to 120,000 residents in 16 of the top American markets. Our homes bring numerous benefits to our residents. Located in some of the most desirable neighborhoods in the country, our residents enjoy the proximity of our homes to great schools. All of our homes are directly owned by Invitation Homes and are regularly renovated and updated. Each of our homes is professionally managed by one of our experienced local property managers. Our team’s unmatched knowledge of residential property, combined with our financial stability and entrepreneurial vision, has enabled Invitation Homes to lead the way in today's single-family rental market. Our corporate office is located in downtown Dallas, TX. We also have regional offices in Phoenix, AZ, Sacramento, CA, Los Angeles, CA, Dallas, TX, Houston, TX, Denver, CO, Las Vegas, NV, Seattle, WA, Chicago, IL, Atlanta, GA, Charlotte, NC, Miami, FL, Orlando, FL, Jacksonville, FL, Tampa, FL, and Minneapolis, MN.
