Sr. Customer Insight Analyst
Position Summary
The Senior Customer Insight Analyst is responsible for developing, managing, and optimizing communications delivered across all customer-facing channels, including direct mail, email, and text/SMS. This role plays a critical part in ensuring the quality, consistency, and compliance of communications across the organization’s Parking, Tolling, and Municipal Collections contracts.
Essential Duties And Responsibilities
Design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirements.
Develop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client types.
Collaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirements.
Identify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performance.
Ensure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary compliance.
Language Assessment & Template Development
Assess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channels.
Develop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory compliance.
Recommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagement.
Partner with legal, compliance, and operations teams to review and approve new or revised template language.
Lead A/B and test-and-control content experiments to validate messaging effectiveness and inform template iteration.
Reporting & Analytics
Build and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metrics.
Conduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize results.
Deliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendations.
Monitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programs.
Analyze cost-per-contact and ROI across channels to support budget planning and vendor negotiations.
Vendor & Project Management
Coordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materials.
Maintain strong vendor relationships and ensure all contractual obligations are met.
Lead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction required.
Identify opportunities to reduce expenses and explore new delivery methods to enhance efficiency and effectiveness.
What You’ll Need to Succeed
Demonstrated experience managing communications across at least two of the following channels: direct mail, email, and text/SMS.
Proven experience in template development, content governance, or communications quality management.
Strong background in reporting and analytics, with experience building dashboards and synthesizing data into actionable insights.
Experience supporting Parking, Tolling, or Municipal Collections programs is a strong plus.
Proficiency in omni-channel communications platforms and tools, including SendGrid and Amazon SES (email), Twilio and Amazon SNS (SMS), as well as direct mail management systems.
Strong analytical skills with experience in Excel, SQL, Databricks, or similar tools.
Exceptional written communication skills with a keen eye for language, tone, and compliance-sensitive messaging.
Highly organized with strong attention to detail and the ability to manage multiple projects and deadlines simultaneously.
Ability to assess and interpret campaign data to inform strategic decisions and communicate findings to non-technical audiences.