Senior Manager, Customer Insights and Analytics

Releady

Baltimore, MD

$155,000 to $185,000 Yearly
Full-Time

Job Description

OVERVIEW

We are looking for a Senior Manager, Customer Insights and Analytics, to champion customer experience analytics for one of our partners. In this critical role, you'll apply your expertise in survey analysis and data interpretation to drive strategic improvements and influence positive customer outcomes. With a focus on a forward-thinking approach, you'll shape initiatives that refine their services and reinforce their commitment to operational excellence. This is a full-time permanent salaried role. The team is hybrid and goes into the office 3-4 days / week. Must be eligible to work in the United States.

RESPONSIBILITIES

Oversee Channel Analytics across various platforms including Digital, Marketing, Claims, and Customer Experience.
Manage analytics for internal and external surveys, like Net Promoter Score and other satisfaction metrics.
Drive continuous improvement by mining data for actionable opportunities and evaluating their financial impact.
Specialize in survey essentials: negotiation, design, testing, sampling, and benchmarking.
Analyze both structured and unstructured survey data to provide strategic insights.
Help implement feedback through measurable initiatives to enhance customer experience, reduce costs, and foster loyalty.
Contribute to improving ratings and other key performance indicators.

QUALIFICATIONS

Bachelor’s degree in Mathematics, Market Research, Economics, Business Analysis, Statistics, Engineering, or related field.
5+ years of experience with NPS, CSAT, and other customer experience metrics.
Leadership experience required
Proficiency in statistics, regression, and text mining; machine learning and natural language processing skills are a plus.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.