Lead, Customer Insights
Role Overview
The Lead of Customer Insights manages and interprets Voice of the Customer data.
The role owns VoC dashboard infrastructure, using Microsoft Dynamics CRM data to identify trends, track metrics and present data-driven narratives to executive leadership and business lines.
The role reports to the Manager of Customer Journey & Excellence.
Key Skills for This Role
Full Job Posting
Role Overview
The Lead of Customer Insights manages and interprets Voice of the Customer data.
The role owns VoC dashboard infrastructure, using Microsoft Dynamics CRM data to identify trends, track metrics and present data-driven narratives to executive leadership and business lines.
The role reports to the Manager of Customer Journey & Excellence.
Analytics and Dashboards
- Oversee and optimize the multi-tier Power BI VoC dashboard.
- Ensure accurate integration of customer sentiment data from contact center, chat, email, IVR, mobile app, website and complaints.
- Monitor CSAT, Customer Effort Score and DGE-escalated complaints; identify root causes and connect operational metrics to customer satisfaction.
Insights and Reporting
- Turn quantitative and qualitative data into actionable insights, heat maps, executive summaries and value realization reports.
- Provide tailored insights to business lines to support process improvements and operational efficiency.
- Lead data extraction and reporting for Customer Delight and Mystery Shopper evaluations; track and submit requested analytical frameworks on time.
Skills and Qualifications
- Advanced analytical ability to structure complex datasets and identify insights that support organization-wide action.
- Strong financial and project management understanding to develop data-driven business cases and measure financial value realization.
- Expert data storytelling and communication skills, including clear executive-level PowerPoint presentations.
- Bachelor’s degree in Business Administration, Engineering or equivalent.
- 7–10 years of experience in data analytics, customer insights or business intelligence; customer service or utility experience is preferred.
- PMP or equivalent formal project management qualification is required.
- Power BI Data Analyst Associate, CCXP or an advanced degree in Data Analytics or Statistics is highly recommended.
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