Director, Customer Insights & Analytics

Avis Budget Group • Parsippany-Troy Hills, NJ

1d • $160,000 - $235,000

About The Position

The Director, Customer Insights & Analytics will establish and lead a centralized Customer Insights & Analytics function within the Customer Experience organization, reporting directly to the CX Leader. This leader will bring together Voice of the Customer insights across global contact centers, digital channels, and physical experiences, and translate them into actionable priorities that improve customer experience and business outcomes. The role will serve as the trusted source of customer experience insights, supporting data-driven decisions and improvements in satisfaction, loyalty, retention, and growth.

The Director will define the function’s vision, roadmap, and operating model; build and scale a high-performing team; integrate customer data and feedback from multiple channels; and establish standardized metrics, measurement frameworks, and governance. The position partners across CX, Operations, Product, Marketing, Technology, and Finance, advises senior leadership, and oversees analytics tools, VoC platforms, data integration, governance, and the use of AI and advanced analytics.

The position is based in Parsippany, New Jersey. The annual starting salary is $160,000–$235,000, with starting pay affected by factors including geography, skills, education, experience, and other qualifications.

Requirements

• Bachelor’s degree in Business, Data Analytics, Statistics, Economics, or a related field.
• 10+ years of progressive experience in customer analytics, data insights, or customer experience strategy.
• Strong background in NPS and customer feedback methodologies.
• Demonstrated success leading analytics teams and influencing senior executives.
• Expertise in customer metrics, survey design, and statistical modeling.
• Proficiency with analytics and visualization tools such as SQL, Python/R, Tableau, and Power BI.
• Exceptional communication and storytelling skills, including the ability to translate complex data into clear business narratives.
• Strong leadership and project management capabilities.
• Customer-centric mindset and passion for improving experiences.
• Strategic thinking, bias for action, and focus on measurable results.
• Ability to manage ambiguity and drive clarity in complex environments.
• Ability to foster collaboration across departments.

Nice To Haves

• Master’s degree.
• Experience in a consumer-facing industry such as travel, retail, hospitality, or services.

Responsibilities

• Establish and lead a centralized Customer Insights & Analytics function aligned with CX strategy and business priorities.
• Define and execute the vision, roadmap, and operating model for customer insights across the enterprise.
• Build and scale a high-performing team, including analysts and aligned existing Data & Analytics resources across global contact centers.
• Serve as the primary advisor to the CX Leader on customer trends, risks, and opportunities.
• Integrate customer data across global contact centers, digital channels, and physical experiences in North America.
• Create an end-to-end view of the customer journey and establish a unified Voice of Customer ecosystem integrating surveys, operational data, and behavioral signals.
• Translate complex customer data into clear, actionable insights and identify root causes of customer friction across the customer journey.
• Partner with CX, Operations, Product, and Marketing teams to prioritize and implement improvements.
• Develop advanced analytics capabilities, including driver analysis and customer lifetime value insights.
• Establish and standardize CX metrics, measurement frameworks, and performance governance across the organization.
• Lead the design and implementation of consistent KPI frameworks across Contact Center operations.
• Develop executive-ready reporting and dashboards to support ongoing decision-making.
• Track and quantify the business impact of CX improvements.
• Align analytics resources embedded across contact centers and business units under a unified strategy.
• Partner with Marketing, Operations, Technology, Finance, and Product teams to embed customer insights into decisions.
• Present insights, trends, and recommendations to senior leadership and influence strategic priorities and investments.
• Act as a thought leader on customer-centric measurement, analytics, and best practices.
• Oversee selection, integration, and optimization of analytics tools, VoC platforms, and visualization solutions.
• Ensure customer data is integrated across CRM, survey, digital analytics, contact center, and other systems.
• Advance AI, automation, and advanced analytics to improve insight generation and predictive capabilities.
• Establish data governance and quality standards for customer-related data and metrics.

Benefits

• Medical, dental, vision, life, and disability insurance.
• Voluntary benefits including group auto insurance, group home insurance, pet insurance, legal assistance, identity theft protection, flexible spending account, accident insurance, critical illness insurance, and additional life insurance coverages.
• 401(k) retirement plan with company-matched contributions.
• Full training to learn the business and enhance professional skills.
• Employee discounts, including discounted prices on Avis/Budget car purchases.
• Employee Assistance Program services, including counseling, financial and legal consultation, and referrals for care services.

What This Job Offers

• Job Type: Full-time
• Career Level: Director