Insight Manager

Key Responsibilities

• Work closely with senior management and departmental leaders to support the continued development and refinement of Athens’ customer experience strategy.
• Lead CX transformation projects and ensure alignment with organizational priorities.
• Partner with teams across the company to embed customer-centric practices into processes, systems, communications, and service design.
• Translate insights into clear, practical recommendations that drive measurable improvements.

Experience Management & Qualtrics Implementation

• Serve as the day-to-day owner of Qualtrics XM, overseeing configuration, deployment, adoption, and optimization.
• Create dashboards, alerts, workflows, and surveys that enable leadership and teams to understand and act on customer feedback.
• Develop and maintain customer personas and segmentation models that guide targeted service and communication improvements.
• Build and update end-to-end customer journey maps to identify friction points and opportunities.
• Track NPS, CSAT, CES, sentiment, and other KPIs—delivering insight-driven reporting directly to senior management.

Project Management & Change Enablement

• Manage CX project plans, timelines, communications, and stakeholder coordination.
• Lead execution for new CX tools, processes, and technology enhancements.
• Support change management efforts to drive adoption of customer-centric practices and new workflows.

Process Improvement & Experience Design

• Support continuous improvement and service design initiatives to simplify customer journeys and improve experience quality.
• Work with leaders across the business to align KPIs and reporting with enhanced customer experience expectations.
• Recommend process refinements that strengthen consistency and reduce customer friction.

Internal Collaboration & Culture Building

• Partner with senior leaders to promote a culture of customer empathy, listening, and accountability.
• Provide guidance, training, and tools that help teams use insights to drive action.
• Help departments understand their role in delivering exceptional customer experiences and empower leaders to cascade improvements through their teams.

Qualifications

• 6–8+ years of experience in customer experience, customer insights, digital experience, or transformation roles.
• Hands-on experience implementing or managing Qualtrics XM or similar experience-management platforms.
• Strong analytics capabilities, including building dashboards, reports, and leadership-level insights.
• Demonstrated project management skills with experience supporting senior stakeholders.
• Excellent communication and storytelling skills with the ability to convey complex insights simply.
• Bachelor’s degree in Business, Marketing, Data Analytics, Communications, or related field.

Preferred Experience

• Experience supporting CX programs in a multi-site or field-based service environment.
• Certification or experience in service design, Lean, Six Sigma, or process improvement.
• Familiarity with contact-center or customer communication platforms.
• Bilingual English/Spanish or understanding of Southern California customer communities.

Pay

Salary: $120,000 - $150,000

Benefits

• Competitive wages
• Comprehensive benefit package
• Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment

EEO/M/F/disability/veteran

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws.