Sr Mgr Integrated Customer Insights - 90413017 - Washington
About The Position
The Senior Manager, Integrated Customer Insights serves as a strategic advisor, translating customer, market, operational, and competitive intelligence into actionable business strategies. This role balances foundational market decision-making by integrating diverse data sources into clear, insight-driven recommendations that support growth and enhance the customer experience. The position leads research strategy and customer insight integration, including qualitative and quantitative research execution, focus group moderation, supplier management, customer journey analysis, tracker studies, and insight synthesis; partnering cross-functionally with Product, Marketing, Operations, Commercial, Digital, and Customer Experience teams to identify opportunities and deliver measurable business impact.
Requirements
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 9 years of relevant work experience.
- Advanced qualitative and quantitative research expertise.
- Certified or formally trained focus group moderation capabilities.
- Strong strategic thinking and consultative problem-solving skills.
- Ability to identify root causes behind customer and business performance issues.
- Executive-level written and verbal communication abilities.
- Strong facilitation and stakeholder management skills.
- Ability to manage multiple concurrent priorities and shifting business needs.
- Experience translating complex findings into concise, actionable business insights.
- Strong collaboration and relationship-building capabilities across teams and leadership levels.
Nice To Haves
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 13 years of relevant work experience.
Responsibilities
- Serve as a strategic insights partner to cross-functional leaders, translating customer, operational, and market data into clear recommendations and executive-level narratives.
- Identify customer experience gaps, operational challenges, and competitive risks by integrating diverse data sources into cohesive, actionable business insights.
- Generate and deliver “so what / now what” insights that inform strategic decisions, prioritization, and enterprise customer experience and growth initiatives.
- Design, lead, and execute qualitative and quantitative research programs, including surveys, segmentation, customer journey analysis, and market studies.
- Analyze and synthesize research findings into actionable recommendations; present to senior leadership and facilitate stakeholder alignment through presentations, discussions, and workshops.
Benefits
- Health, Dental, and Vision Insurance
- 401K with Employer Match
- Generous Paid Time Off
- Wellness Programs
- Railroad Retirement Benefits
- Paid Caregiving Days and Backup Care
- Health Savings Account
- Public Service Student Loan Forgiveness
- Fertility and Family Building Benefits
- No-cost Personal Health Advocate
- Student Loan Assistance
- Adoption and Surrogacy Assistance
- Medical Plan Opt-out Credit
- Tuition and Education Reimbursement
- Paid Family Leave
- Life Insurance
- Rail Pass Privileges
- Short- and Long-term Disability Insurance
- Employee Assistance Program
- No-cost Financial Advisor Sessions
- Commuter and Flexible Spending Accounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
