Director Customer Intelligence
Director Customer Intelligence
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Purpose of Role
Responsible for leading the development and of customer segmentation insights and Voice of Customer (VoC) strategies. Oversees a team of analysts and collaborates with crossfunctional stakeholders to drive datainformed decisionmaking and customercentric strategies that improve customer experience and business outcomes.
Expectations
- Leads the development and of customer intelligence strategies including customer segmentation insights generation and VoC programs to support business growth and customer retention.
- Sets the vision and roadmap for customer intelligence initiatives ensuring alignment with company goals and drive prioritization of key projects.
- Manages a highperforming team of data analysts customer insight specialists and VoC experts mentoring them to grow in their roles.
- Drives the design and continuous enhancement of advanced customer segmentation models identifying key customer groups based on behavioral demographic and transactional data.
- Uses segmentation insights to inform targeted marketing personalized customer journeys and product development.
- Oversees the integration of segmentation insights across departments ensuring consistent application of customer groups in marketing sales and customer service strategies.
- Delivers actionable insights from complex customer data to inform strategic business decisions product development and marketing campaigns.
- Utilizes predictive analytics and advanced data modeling techniques to identify emerging customer trends behaviors and needs.
- Develops a deep understanding of customer preferences and pain points to drive improvement in customer experience engagement and retention.
- Leads deploys and refines the VoC roadmap including platform selection project implementation in coordination with the Product and Development teams.
- Launches surveys feedback loops focus groups and sentiment analysis to capture and act on customer feedback across all touchpoints.
- Ensures customer feedback is translated into meaningful actions across the organization partnering with key departments such as product marketing and customer service.
- Develops reporting frameworks and dashboards to track customer sentiment satisfaction and advocacy metrics ensuring continuous improvements to the customer experience.
- Works closely with Marketing Sales Product and Customer Experience teams to ensure customer insights and segmentation strategies are integrated into their respective strategies and initiatives.
- Presents customer intelligence insights and reports to senior leadership effectively communicating key findings implications and recommendations.
- Stays at the forefront of industry trends emerging technologies and best practices in customer intelligence and analytics.
- Continuously evaluates and improves the methodologies tools and systems used to collect and analyze customer data.
- Performs other duties as assigned.
Reports To
- Chief Customer Officer
Direct Reports
- 15 Directs: Digital Marketing Analysts
Qualifications
QUALIFICATIONS EDUCATION REQUIRED
- Bachelors Degree
QUALIFICATIONS EDUCATION PREFERRED
- Masters Degree
QUALIFICATIONS EDUCATION FIELD(S)/PROFESSION(S)
- Business Marketing Data Science Statistics or a related field.
QUALIFICATIONS EXPERIENCE/SKILLS/COMPETENCIES
- Minimum 8 years of experience in customer intelligence customer analytics or a related field with at least 3 years in a leadership role.
- Expertise in customer segmentation data analysis and VoC methodologies.
- Strong proficiency with analytics tools and platforms (e.g. SQL Tableau Power BI SAS R Python).
- Experience working with large complex datasets and translating them into actionable business insights.
- Exceptional communication skills with the ability to present complex data insights to nontechnical stakeholders.
- Strong understanding of customer experience marketing and product strategies.
- Familiarity with data privacy and governance regulations (GDPR CCPA etc..
- Experience with customer journey mapping cohort analysis and advanced statistical modeling preferred.
- Familiarity with VoC platforms (e.g. Qualtrics Medallia) and customer feedback tools preferred.
- Background in eCommerce retail or techdriven companies a plus.
Compensation
The base salary range for this position is $100800 $168000 inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidates work location skills education and experience. In addition to those factors we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health dental vision life insurance paid timeoff benefits flexible spending account 401(k) with employer match and ESPP.
Additional Information
The application deadline for this job opportunity is 5/5/2025.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color sex (including pregnancy) sexual orientation religion creed age national origin physical or mental disability gender identity and/or expression marital status veteran status or other characteristics protected by law.
Required Experience:
Director
Employment Type
Full-Time
