Senior Lead Customer Insights Manager
About The Position
The Customer Insights Manager is a key contributor within Lumen’s Marketing organization, responsible for delivering the Enterprise Customer Insights Roadmap. Working independently and with external partners, this role designs and executes complex insights projects from start to finish. The findings help marketing, product, operations, and sales leaders make customer-centric decisions that drive growth. This is a work-from-home position within the United States. The role covers qualitative and quantitative research, customer and market data analysis, brand and product insights, digital experience analytics, predictive modeling, vendor management, and compliance with data governance and privacy standards.
Requirements
- Bachelor’s degree in Marketing, Business, Psychology, Statistics, or a related field.
- 5–7 years of experience in B2B Customer Insights.
- Experience in the technology or software industry.
- Experience analyzing quantitative customer and market data using statistical methods to identify meaningful patterns, trends, and business opportunities.
- Strong survey design, programming, and distribution skills.
- Hands-on experience planning and conducting live customer interviews.
- Proven ability to manage external insights vendors and keep studies on scope, on time, and on budget.
- Ability to communicate project findings as clear, compelling stories for executive audiences.
Nice To Haves
- Master’s degree in Business Administration, Marketing Analytics, or a related discipline.
- Experience in telecom or networking services.
- Exposure to predictive modeling and AI/ML methods for data analysis.
- Experience with business intelligence and data visualization platforms such as Power BI, and with SQL for joining disparate data sets.
- Proficiency with survey platforms such as Qualtrics.
- Experience with UX insights platforms such as UserTesting.
- Proficiency with data visualization.
Responsibilities
- Plan and conduct live customer interviews, then translate findings into clear themes and recommendations.
- Analyze data to identify buying and behavioral patterns, strategic opportunities, risks, and white spaces across existing and emerging products and customer segments.
- Design and conduct survey-based quantitative studies, including questionnaire development, sampling, fielding, and statistical analysis.
- Lead brand and market insights projects measuring awareness, perception, and competitive positioning across target B2B segments.
- Test product concepts, offers, and messaging to inform evidence-based go-to-market decisions.
- Generate Lumen Digital product insights using cross-channel behavioral analytics to improve the customer digital experience.
- Apply advanced analytics and predictive modeling to identify emerging trends and inform marketing strategy.
- Manage insights vendors as needed, from project scoping through delivery.
- Coordinate with internal counterparts to ensure projects meet data governance and privacy standards.
Benefits
- Comprehensive package featuring health, life, and voluntary lifestyle benefits and other perks intended to support physical, mental, emotional, and financial wellbeing.
- Bonus structure may include short-term incentives, long-term incentives, and/or sales compensation; details are available during the selection process.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
