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Driving Customer Understanding
2 weeks ago
Job Title: Customer Insights Manager
Job Description:We are seeking a skilled Customer Insights Manager to lead strategic efforts in capturing, analyzing, and acting on customer insights. This role bridges the gap between customer expectations and internal strategy, requiring strong background in customer advocacy, data analytics, and cross-functional collaboration.
This is an ideal opportunity for someone with expertise in Voice of the Customer (VoC) programs, survey design, data interpretation, and insight storytelling. The successful candidate will be responsible for driving VoC programs across key customer journeys, developing frameworks for collecting and synthesizing customer feedback, and collaborating with Product Management, Support, Marketing, and Sales teams to translate insights into strategic action plans.
The Customer Insights Manager will analyze qualitative and quantitative data to identify trends, pain points, and opportunities for improving customer satisfaction and product adoption. They will also own and evolve the closed-loop feedback process, ensuring customer concerns are addressed and learnings are captured.
Requirements:- Education: Bachelor's/Master's degree in Marketing, Business, Statistics, or a related field.
- 12–15 years of relevant experience in customer insights, customer experience (CX), or customer success roles.
- Strong analytical skills with experience in survey design, data interpretation, and insight storytelling.
- Proficiency with customer feedback platforms, CRM tools (Salesforce), and analytics tools (Power BI, Tableau, Excel).
- Proven ability to influence cross-functional teams and present insights to executive stakeholders.
- Certification in customer experience (e.g., CCXP – Certified Customer Experience Professional).
- Lean Six Sigma or other process optimization methodology experience.
- Strong empathy and ability to advocate for the customer within business decision-making processes.
- Adept at navigating ambiguity in fast-paced, evolving environments.