Director, Insights Intelligence (Post Sale, Customer Care)

The Insights Intelligence Director is responsible for providing insights that will ensure that the optimal post sale experience is provided to all our customers. This role brings together signals across CSAT, NPS, sentiment, and Voice of the Customer & Recipient, ensuring data is accurate, consistent, and actionable. This leader would work closely with the company’s leadership team to drive change in a meaningful way. This role goes beyond reporting, requiring strong judgment, the ability to identify patterns, and a focus on connecting customer signals to business outcomes.

This leader sets direction for a multi-layered insights team and drives accountability for how measurement is defined and applied across the organization. They ensure alignment across teams and deliver analysis that enables decisions and drives impact, including beyond direct reporting lines.
The role requires balancing speed with accuracy while working across multiple data sources and platforms.
Success is defined by turning data into action. This includes improving the clarity and usefulness of reporting, strengthening trust in measurement, and enabling faster, more informed decisions. The Director also serves as a thought partner, using data to guide direction and support solutioning.
This role partners closely with Digital, IT, Product, Operations, and vendor teams to align disparate data sources into a cohesive view of the customer experience. It requires strong cross-functional influence and the ability to drive alignment in a complex environment.
A key focus is improving the post-sale experience by translating customer feedback and performance data into clear actions that address root causes and reduce friction across the customer journey.
Essential Duties And Responsibilities

Deliver Insights That Drive Action: Translate customer data across CSAT, NPS, sentiment, and Voice of the Customer into clear, actionable strategies that leaders can operationalize
Ensure Data Integrity & Trust: Maintain accuracy, consistency, and reliability of customer data across all platforms and reporting outputs
Unify Data Sources: Integrate and align data across tools including Qualtrics, Sprinklr, Decagon, Snowflake, Sigma, Power BI, Dynamics, IVR, and chat
Drive Post-Sale Experience Improvements: Use customer feedback and performance data to identify root causes, reduce friction, and improve outcomes
Partner to Deliver Impact: Work cross-functionally to ensure insight-driven actions are defined, tracked, and result in measurable improvements
Identify Patterns & Opportunities: Analyze customer journeys to uncover trends, friction points, and experience gaps
Create a Single Source of Truth: Drive clarity and consistency in reporting to establish a trusted view of performance across teams
Influence Decision-Making: Partner with Digital, IT, Product, and Operations to ensure insights are understood and applied
Act as a Trusted Advisor: Use data to guide direction, inform trade-offs, and support leadership decision-making
Elevate Storytelling: Deliver clear, concise, and actionable insights through strong executive-level communication
Balance Speed & Accuracy: Ensure timely delivery of insights without compromising quality
Close Data Gaps: Identify gaps in data, reporting, and signal coverage, and define solutions
Set Standards: Establish best practices for analytics, reporting, and insight generation
Lead & Develop the Team: Build and lead a multi-layered insights organization, setting expectations and raising performance standards
Drive Accountability: Ensure high-quality, consistent, and impactful outputs across the team

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