Senior Manager, Customer Insight

Job Description

This role involves designing and leading an enterprise-wide 'Voice of the Customer' (VOC) framework across all digital and physical touchpoints. You'll establish closed-loop tracking mechanisms to ensure customer insights translate into documented operational and financial ROI. Develop predictive models linking NPS, CSAT, and CVC to tangible financial outcomes, like renewal rates and churn prevention. Architect primary research programs to monitor market position. Identify and analyze complex datasets, providing feedback to the CDO organization. You will collaborate with CX Forum, Sales, Marketing, and Service delivery teams to guide decision-making based on customer signals, mapping cross-channel customer journeys and identifying critical friction points. Design A/B tests focused on improving customer experience and commercial performance. Deliver high-impact narratives, quantifying root causes of customer pain points.

Qualifications

1. Master’s degree in Statistics, Behavioral Economics, Data Science or an MBA with a focus on Customer Insights is preferred. 2. 7 or more years of relevant experience in insights-driven leadership. 3. 5+ years in a DTC or B2B subscription business model, with a deep understanding of recurring revenue and the subscriber lifecycle. 4. Expert-level proficiency in Qualtrics, Medallia, or Cresta. 5. Strong SQL and Python/R skills for integrating unstructured survey data with structured behavioral datasets. 6. Deep understanding of causal inference, text analytics (NLP) for survey sentiment, and key driver analysis (KDA). 7. Proficiency in research methods and journey mapping tools such as Lucidchart or Figma. 8. No sponsorship or OPT available.

Benefits

- Start Day 1 for Full-Time Colleagues - No Waiting Period! - Comprehensive health benefits including Medical, Dental, Vision, Disability, and Life Insurance. - 401(k) retirement plan with company-matching contributions. - Generous vacation days & sick days. - Company-paid holidays & floating holidays. - Tuition Reimbursement benefits (for FT Colleagues). - Opportunities for Professional and Personal Growth