Director of Insights (Customer Strategy & Experience)

Centinel•Brentwood, TN

6d•$154,000 - $200,000

About The Position

The Director of Insights is Centinel’s enterprise lead for turning customer, operational, and market data into actionable intelligence that improves decisions and outcomes. The role builds and manages an insights capability across strategy, customer experience, operations, development, and business growth, promoting evidence-based decision-making throughout the organization. The Director owns the end-to-end insights lifecycle, including insight strategy, voice of the customer (VoC), research design, analytics, interpretation, insight storytelling, and guiding the use of findings in customer-experience initiatives and action plans. The role advises senior leaders and influences decisions through rigorous analysis and clear data narratives. The position establishes enterprise insight strategy and governance; owns resident feedback programs; leads quantitative and qualitative research; develops executive-ready reporting and predictive insights; and partners with leaders to turn findings into measurable improvements. It also builds insight capabilities and may manage external research partners and vendors.

Requirements

At least 8 years of experience in insights, research, analytics, voice of the customer, strategy, or a related function.
Demonstrated ability to design and execute quantitative and qualitative research programs that influence senior-level decisions.
Strong analytical capability and proven ability to synthesize data into clear business recommendations.
Experience partnering across functions and influencing without direct authority.
Exceptional communication, executive storytelling, concise writing, and facilitation skills.

Nice To Haves

Experience in real estate, housing, property management, hospitality, or similarly complex service environments.
Familiarity with experience measurement frameworks and driver analytics, including OSAT, NPS, EoDB, or journey-based measurement.
Experience building insight operating models, governance, and scalable toolkits.
Experience supporting growth or value-proposition work with evidence-based proof points.
Experience in multi-site or service environments.

Responsibilities

Establish the enterprise insights strategy and annual roadmap with the CX VP, aligned with business goals.
Define and manage standards for research integrity, data quality, and insight governance, including methodology, sampling, bias mitigation, privacy, and documentation.
Create consistent insight practices across CX, Operations, Development, Marketing/Communications, Business Development, and property/community leadership.
Prioritize insight work by decision value, risk, urgency, and strategic importance, and maintain a transparent intake and prioritization process.
Own and continuously improve resident feedback programs, including surveys, pulse checks, lifecycle feedback, complaint themes, service recovery inputs, digital feedback, and focus groups.
Ensure feedback programs are methodologically sound, efficient, and designed to drive action.
Integrate VoC findings into operating reviews, strategic planning, project stage gates, investment decisions, and CX governance.
Translate feedback into experience priorities, including pain points, drivers, moments that matter, root causes, segment differences, and emerging risks.
Lead primary research from research questions and approach through instrument design, fielding, analysis, synthesis, and recommendations.
Conduct qualitative research, such as interviews, field observations, journey walk-throughs, and focus groups, to uncover root causes, unmet needs, and context.
Conduct quantitative analyses such as segmentation, driver analysis, trend analysis, and satisfaction or loyalty modeling.
Use mixed methods to validate hypotheses and produce statistically credible, human-centered findings.
Turn complex data into clear, decision-ready narratives covering what is happening, why it matters, recommended actions, expected impact, and success measures.
Produce executive-ready dashboards, scorecards, insight briefs, decision memos, and presentations for senior leadership.
Provide predictive insights, including leading indicators, early warning signals, and predictive themes, to help manage resident sentiment and business risk.
Maintain consistent, single-source-of-truth reporting for key experience and sentiment measures.
Partner with leaders to translate insights into policy and process improvements, training needs, communication changes, service design, and program enhancements.
Support initiative design with resident-centered insights, including scope decisions, trade-offs, rollout plans, resident communications, and measurement plans.
Drive adoption and accountability by converting recommendations into milestones and measurable outcomes.
Track post-implementation results, confirm whether changes achieved intended business and resident impact, and recommend course corrections.
Partner with Operations to reduce friction, improve service delivery, standardize best practices, and strengthen site-level execution.
Partner with Development and Capital teams to incorporate resident and stakeholder insights into design and reinvestment priorities.
Partner with CX and Resident Experience teams to identify key drivers, improve satisfaction and loyalty, and strengthen service recovery and communications.
Partner with Business Development and Growth teams on project viability, competitive positioning, value propositions, proof points, and evidence-backed differentiators.
Facilitate workshops and decision sessions to align stakeholders on evidence, trade-offs, and recommended actions.
Build scalable insight capabilities, including tools, templates, playbooks, and training, to improve enterprise data literacy and decision quality.
Mentor the CX team in developing and using analytics and insights, and set standards for accuracy, clarity, and business relevance.
Manage external research partners and vendors as needed, including contracts, scopes, quality control, budgets, and deliverable acceptance.