Customer Strategic Insights Manager

The Customer Strategic Insights Manager role is essential in demonstrating the ROI of our engagement programs by analyzing customer data, uncovering actionable insights, and crafting compelling narratives that tie program engagement to measurable business outcomes. In this role, the ideal candidate will manage a talented Data Scientist and will work close with Customer Success, as well as other cross-functional business units and data teams to drive customer retention and success.  

Responsibilities:

• Customer Consultation & Needs Assessment 
• Engage with customers to understand their objectives, challenges, and key success metrics. 
• Collaborate with customers to define the scope of each study and determine data needs to meet business goals. 
• Provide expert guidance to ensure alignment between customer expectations and deliverable outcomes. 

Data Analysis & Correlation 
• Manage and mentor a data scientist, ensuring that they have the support and resources they need to execute analyses. 
• Analyze program engagement data to uncover correlations with key business metrics such as: 
• Turnover trends 
• Engagement results across various demographics 
• Operational metrics across various demographics 
• Identify patterns that predict future outcomes, such as revenue growth or increased productivity. 

Business Outcome Mapping 
• Partner with cross-functional business units to demonstrate the impact of engagement programs on key performance indicators (KPIs), including customer satisfaction (CSAT), sales performance, and operational efficiency. 
• Showcase how program recognition aligns with desired behaviours to drive positive outcomes.  

Predictive Modeling and Reporting 
• Build predictive models to forecast the impact of program engagement on customer and business success. 
• Prepare and present detailed reports and dashboards that clearly articulate insights and ROI 

Customer Storytelling 
• Create compelling narratives and use cases that highlight the tangible benefits of program engagement. 
• Support customer-facing teams with data-driven materials designed to improve retention and customer advocacy 

Cross-Functional Collaboration 
• Work closely with Customer Success Manager, Marketing, Product, and Dat teams to align on data insights with business objectives. 
• Engage directly with customers to gather feedback and refine success stories or case studies. 

Qualifications:

• Bachelor’s degree in data science, business analytics, statistics, or related field. 
• 3+ years of experiences in leadership roles within data analytics, business analytics, or customer success. 
• Demonstrated ability to lead, motivate, and mentor teams, including managing direct reports such as data scientists or analysts. 
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Power BI, Python, or R). 
• Strong storytelling skills, with the ability to translate complex data into clear and compelling narratives 
• Experience with predictive modeling and identifying trends. 
• Excellent communication and presentation skills, with customer-facing experience and engagements being an asset. 
• A customer-first mindset with a focus on retention and satisfaction.  

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