Sr. Manager, Customer Performance & Insights

About the role

The Sr. Manager, Customer Performance & Insights is a strategic analytics leader responsible for delivering a comprehensive, real-time view of customer experience performance across the enterprise. This role builds and oversees the full ecosystem of customer feedback—both stated and unstated—to uncover actionable insights, identify experience gaps, and guide business stakeholders toward data-driven, customer-focused improvements.

Responsibilities

• Own and evolve the enterprise CX Health measurement framework, integrating feedback across channels to deliver a holistic view of customer experience
• Identify customer pain points and journey friction by connecting insights across touchpoints, behavioral data, and feedback signals
• Develop dashboards, scorecards, and executive reporting that shift from reactive reporting to proactive, predictive CX management
• Lead customer research and analytics programs, translating findings into actionable, prioritized recommendations
• Integrate insights from social media, call centers, complaints, operational data, and tools like Glassbox
• Establish proactive monitoring and predictive analytics to detect emerging CX risks
• Facilitate cross-functional alignment and embed customer-driven decision-making
• Lead, mentor, and develop a high-performing team

Requirements

• 8+ years in customer insights, CX analytics, research, VoC, or CX strategy
• 3+ years of leadership experience
• Predictive analytics experience related to customer behavior or journey risk
• Proven ability to influence senior stakeholders and lead cross-functional initiatives

Qualifications

• Expertise in customer insights, VoC, and CX measurement
• Strong analytical and problem-solving skills
• Experience with SQL, Python, or predictive modeling tools
• Familiarity with CX tools (e.g., Glassbox)
• Strong storytelling and executive presentation skills
• Stakeholder management in matrixed environments
• Advanced Excel and Microsoft Office skills
• Strong communication and leadership abilities

Skills & Knowledge

• Expertise in customer insights, VoC, and CX measurement
• Strong analytical and problem-solving skills
• Experience with SQL, Python, or predictive modeling tools
• Familiarity with CX tools (e.g., Glassbox)
• Strong storytelling and executive presentation skills
• Stakeholder management in matrixed environments
• Advanced Excel and Microsoft Office skills
• Strong communication and leadership abilities

Benefits

• Medical, dental, and vision plans with no-cost and low-cost options
• Annual employer HSA contribution
• 401(k) matching and immediate vesting
• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level
• 100% employer-paid life and disability insurance
• No-cost health and wellbeing programs, including a gym benefit
• Six weeks of paid parental leave
• Paid Volunteer Time Off, plus a company donation to a charity of your choice

Pay

$144,000.00 - $223,200.00

Schedule

Full-time