Senior Manager, Customer Insight
About The Position
The Senior Manager of Customer Insights serves as the primary architect of the organization's end-to-end analytical strategy regarding customer feedback. This leadership role oversees both Customer Experience (CX) Analytics and the Market Research functions to ensure the "customer’s voice" remains central to every strategic decision. This role is responsible for building predictive models that link CX metrics to financial outcomes like churn prevention and expansion revenue. You will deliver high-impact narratives to the Executive Leadership teams to quantify the cost of poor experiences. By bridging organizational silos, you will transform customer signals into meaningful, documented actions.
Requirements
- 7 or more years of relevant experience in insights-driven leadership.
- 5+ years in a DTC or B2B subscription business model, with a deep understanding of recurring revenue and the subscriber lifecycle.
- Expert-level proficiency in Qualtrics, Medallia, or Cresta.
- Strong SQL and Python/R skills for integrating unstructured survey data with structured behavioral datasets.
- Deep understanding of causal inference, text analytics (NLP) for survey sentiment, and key driver analysis (KDA).
- Proficiency in research methods and journey mapping tools such as Lucidchart or Figma.
- No sponsorship or OPT available
Nice To Haves
- Master’s degree in Statistics, Behavioral Economics, Data Science or an MBA with a focus on Customer Insights is preferred.
Responsibilities
- Design and lead an enterprise-wide "Voice of the Customer" (VOC) framework across all digital and physical touchpoints.
- Establish closed-loop tracking mechanisms to ensure customer insights translate into documented operational and financial ROI.
- Build predictive driving models linking NPS, CSAT and CVC to tangible financial outcomes, such as renewal rates, churn prevention, and expansion revenue.
- Architect robust primary research and brand tracking programs to monitor market position and competitor behavior.
- Identify and analyze complex datasets to provide feedback to the CDO organization on enterprise-level data requirements.
- Cultivate strategic partnerships with CX Forum, Sales, Marketing, and Service delivery teams to guide decision-making based on customer signals.
- Collaborate with the CX office to map cross-channel customer journeys (web, mobile, service, offline) and identify critical friction points and "moments of truth".
- Design A/B tests and quasi-experiments focused on improving the end-to-end customer experience and commercial performance.
- Deliver high-impact narratives and performance scorecards, quantifying root causes of customer pain points to guide leadership decision-making.
Benefits
- Professional and Personal Growth
- Multiple avenues to grow your career
- Training and development programs available
- Tuition Reimbursement benefits (for FT Colleagues)
- Health and Wellness
- Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
- Savings and Retirement
- 401(k) retirement plan with company-matching contributions
- Work-Life Balance
- Vacation days & sick days
- Company-paid holidays & floating holidays
- A company mindset that prioritizes health, safety, and flexibility
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What This Job Offers
Job Type
Full-time
Career Level
Senior
