Senior Manager, Customer Insight

This is a fully remote position, open to applicants in India.

📋 Description

• Design and spearhead a comprehensive "Voice of the Customer" (VOC) framework that spans all digital and physical touchpoints.

• Implement closed-loop tracking systems to ensure that customer insights are transformed into documented operational and financial return on investment (ROI).

• Develop predictive models that connect Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Value Creation (CVC) to measurable financial results, including renewal rates, churn reduction, and revenue expansion.

• Create strong primary research and brand tracking initiatives to assess market standing and competitor activities.

• Identify and evaluate complex datasets to provide insights to the Chief Data Officer (CDO) organization regarding enterprise-level data needs.

• Foster strategic collaborations with Customer Experience (CX) Forum, Sales, Marketing, and Service delivery teams to inform decision-making based on customer feedback.

• Partner with the CX office to outline cross-channel customer journeys (web, mobile, service, offline) and pinpoint significant friction points and critical "moments of truth".

• Design A/B testing and quasi-experimental approaches aimed at enhancing the overall customer experience and commercial outcomes.

• Produce impactful narratives and performance scorecards that quantify the underlying causes of customer pain points to support leadership decision-making.

⛳️ Requirements

• A Master’s degree in Statistics, Behavioral Economics, Data Science, or an MBA focusing on Customer Insights is preferred.

• At least 7 years of pertinent experience in insights-driven leadership.

• 5+ years within a Direct-to-Consumer (DTC) or Business-to-Business (B2B) subscription model, with a thorough understanding of recurring revenue and the subscriber lifecycle.

• Advanced proficiency in Qualtrics, Medallia, or Cresta.

• Strong SQL and Python/R capabilities for merging unstructured survey data with structured behavioral datasets.

• In-depth knowledge of causal inference, text analytics (NLP) for survey sentiment analysis, and key driver analysis (KDA).

• Proficient in research methodologies and journey mapping tools such as Lucidchart or Figma.

• No sponsorship or Optional Practical Training (OPT) available.

🏝️ Benefits

• Start Day 1 for Full-Time Colleagues - No Waiting Period!

• Health benefits encompassing Medical, Dental, Vision, Disability, and Life Insurance, among others.

• 401(k) retirement plan with employer-matching contributions.

• Vacation days and sick leave.

• Company-paid holidays and floating holidays.

• Tuition Reimbursement benefits (for Full-Time Colleagues).

• Opportunities for Professional and Personal Growth.