About Lumen
Lumen connects the world by driving growth through effortless connectivity of people, data, and applications. We cultivate a company culture rooted in teamwork, trust, and transparency, with a focus on empowering our employees to achieve their best and make a lasting impact.
The Role
As the Director of Customer Insights Strategy, you will play a pivotal role in the Growth and Experience Marketing organization. You will lead the effort to develop a comprehensive insights strategy that drives customer-centric decisions across marketing, product development, and customer experience initiatives. Your expertise in understanding customer behavior, sentiment, and preferences will help translate complex data into actionable strategies that enhance customer engagement and overall journey.
Location
This is a work-from-home position within the U.S.
Main Responsibilities
Lead the creation and implementation of customer insights programs, including research, segmentation, journey mapping, and sentiment analysis.
Be responsible for key customer metrics such as Net Promoter Score (NPS), Customer Health Score, and Customer Lifetime Value (CLV) calculations.
Provide actionable intelligence on customer engagement with products and services, identifying usage patterns, pain points, and opportunities for enhancement.
Collaborate with cross-functional teams to integrate insights into strategic planning, campaign development, and product innovation.
Transform research findings into compelling narratives and strategic recommendations for senior leadership.
Promote the use of advanced analytics and AI to uncover emerging customer trends that will inform proactive marketing strategies.
Ensure the ethical governance of customer data in compliance with privacy regulations.
Manage vendor relations and oversee external partnerships to enhance internal capabilities.
Build and lead a high-performing team of insights professionals, fostering a culture of inquiry and continuous improvement.
Qualifications Bachelor's degree in Marketing, Business, Psychology, Data Science, or a related field.
Over 10 years of experience in customer insights, market research, or marketing analytics, including at least 5 years in a leadership role.
Proven track record of leading cross-functional teams and influencing senior stakeholders.
Demonstrated expertise in designing and executing research projects that drive strategic outcomes.
Strong analytical skills with proficiency in data interpretation and compelling storytelling.
Exceptional communication and presentation skills, with the ability to simplify complex data into actionable insights.
Preferred Experience Master's degree in Business Administration, Marketing Analytics, or related discipline.
Experience in B2B marketing, telecom, technology, or enterprise services.
Familiarity with tools such as Adobe Real-Time CDP, Salesforce, Tableau, SQL, and marketing automation platforms.
Success in leveraging AI and machine learning for customer segmentation and predictive analytics.
Experience in customer journey mapping, persona development, and omni-channel engagement strategies.
Compensation The anticipated base salary range for this position is based on current national data and may vary by location. Individual pay will be determined by skills, experience, and other relevant factors. Location-Based Pay Ranges $149,084 - $198,779 in select states.
$156,539 - $208,718 in certain states.
$163,993 - $218,657 in specified states.
Lumen offers a comprehensive benefits package designed to enhance your wellbeing. We are happy to address any questions regarding our bonus structure as you proceed through the selection process. Equal Employment Opportunities We are dedicated to providing equal employment opportunities to all individuals regardless of their protected statuses. We do not tolerate unlawful discrimination in any employment decision. Disclaimer The above job responsibilities outline the general nature of work expected in this role and are subject to change as business needs evolve. You may redact or remove age-identifying information from any materials submitted.
Be responsible for key customer metrics such as Net Promoter Score (NPS), Customer Health Score, and Customer Lifetime Value (CLV) calculations.
Provide actionable intelligence on customer engagement with products and services, identifying usage patterns, pain points, and opportunities for enhancement.
Collaborate with cross-functional teams to integrate insights into strategic planning, campaign development, and product innovation.
Transform research findings into compelling narratives and strategic recommendations for senior leadership.
Promote the use of advanced analytics and AI to uncover emerging customer trends that will inform proactive marketing strategies.
Ensure the ethical governance of customer data in compliance with privacy regulations.
Manage vendor relations and oversee external partnerships to enhance internal capabilities.
Build and lead a high-performing team of insights professionals, fostering a culture of inquiry and continuous improvement.
Qualifications Bachelor's degree in Marketing, Business, Psychology, Data Science, or a related field.
Over 10 years of experience in customer insights, market research, or marketing analytics, including at least 5 years in a leadership role.
Proven track record of leading cross-functional teams and influencing senior stakeholders.
Demonstrated expertise in designing and executing research projects that drive strategic outcomes.
Strong analytical skills with proficiency in data interpretation and compelling storytelling.
Exceptional communication and presentation skills, with the ability to simplify complex data into actionable insights.
Preferred Experience Master's degree in Business Administration, Marketing Analytics, or related discipline.
Experience in B2B marketing, telecom, technology, or enterprise services.
Familiarity with tools such as Adobe Real-Time CDP, Salesforce, Tableau, SQL, and marketing automation platforms.
Success in leveraging AI and machine learning for customer segmentation and predictive analytics.
Experience in customer journey mapping, persona development, and omni-channel engagement strategies.
Compensation The anticipated base salary range for this position is based on current national data and may vary by location. Individual pay will be determined by skills, experience, and other relevant factors. Location-Based Pay Ranges $149,084 - $198,779 in select states.
$156,539 - $208,718 in certain states.
$163,993 - $218,657 in specified states.
Lumen offers a comprehensive benefits package designed to enhance your wellbeing. We are happy to address any questions regarding our bonus structure as you proceed through the selection process. Equal Employment Opportunities We are dedicated to providing equal employment opportunities to all individuals regardless of their protected statuses. We do not tolerate unlawful discrimination in any employment decision. Disclaimer The above job responsibilities outline the general nature of work expected in this role and are subject to change as business needs evolve. You may redact or remove age-identifying information from any materials submitted.