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Jobs · Marketing · New Jersey

Director, Customer Insights & Analytics

Avis Budget Group · Parsippany, NJ · 6 days ago
Marketing$220k–$235k/yrFull-time

Job Summary

The Director, Customer Insights & Analytics will lead a centralized Customer Insights & Analytics function within the Customer Experience (CX) organization, driving customer experience improvements through actionable insights.

About the Role

Establish and lead a centralized Customer Insights & Analytics function aligned to CX strategy and business priorities. Serve as the primary advisor to the CX Leader on customer trends, risks, and opportunities.

Responsibilities

  • Strategic Leadership & Function Build
  • Build and scale a high-performing team, including analysts and aligned existing Data & Analytics resources across global contact centers.
  • Partner with CX, Operations, Product, and Marketing teams to prioritize and implement improvements.
  • Oversee the selection, integration, and optimization of analytics tools, VoC platforms, and visualization solutions (e.g., Tableau, Power BI).
  • Develop advanced analytics capabilities, including driver analysis (NPS, CSAT, CES, Social Reviews, etc.), customer lifetime value insights.
  • CX Metrics & Performance Management
  • Establish and standardize CX metrics, measurement frameworks, and performance governance across the organization.
  • Lead the design and implementation of consistent KPI frameworks across Contact Center operations.
  • Develop executive-ready reporting and dashboards that provide simple, actionable insights for ongoing decision-making.
  • Track and quantify the business impact of CX improvements.
  • Cross-Functional Alignment & Influence
  • Align and coordinate analytics resources embedded across contact centers and business units under a unified strategy.
  • Present insights, trends, and recommendations to senior leadership, influencing strategic priorities and investments.
  • Technology, Data & Innovation
  • Oversee the selection, integration, and optimization of analytics tools, VoC platforms, and visualization solutions (e.g., Tableau, Power BI).
  • Ensure seamless integration of customer data across multiple systems (CRM, surveys, digital analytics, contact center platforms, etc.).
  • Advance the use of AI, automation, and advanced analytics to enhance insight generation and predictive capabilities.
  • Establish data governance and quality standards for customer-related data and metrics.

Requirements

  • Bachelor’s degree in Business, Data Analytics, Statistics, Economics, or related field; Master’s degree preferred.
  • 10+ years of progressive experience in customer analytics, data insights, or customer experience strategy.
  • Strong background in NPS and customer feedback methodologies.
  • Demonstrated success leading analytics teams and influencing senior executives.
  • Experience in a consumer-facing industry (travel, retail, hospitality, or services preferred).
  • Expertise in customer metrics, survey design, and statistical modeling.
  • Proficiency with analytics and visualization tools (SQL, Python/R, Tableau, Power BI, etc.).
  • Exceptional communication and storytelling skills, with the ability to translate complex data into clear business narratives.
  • Strong leadership and project management capabilities.
  • Customer-centric mindset with passion for improving experiences.
  • Strategic thinker with a bias for action and measurable results.
  • Able to manage ambiguity and drive clarity in complex environments.
  • Influential leader who fosters collaboration across departments.

Qualifications

  • Passionate about driving customer experience improvements through actionable insights.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Strong analytical and problem-solving skills.
  • Excellent interpersonal and communication skills.
  • Ability to work independently and as part of a team.

Benefits

  • Medical, Dental, Vision, Life and Disability insurance.
  • Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages.
  • 401(k) Retirement Plan with company matched contributions.
  • Employee discounts, including discounted prices on the purchase of Avis/Budget cars.
  • Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more.

Pay

The annual starting salary for this position is between $220,000 – $235,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Equal Opportunity Employer

Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.

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