Consumer Insights Specialist

Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future. Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. The Role: We're hiring a strategic and highly analytical Consumer Insights Specialist to lead the development, synthesis, and activation of customer, channel, and market insights across the business. This role goes beyond traditional research-focusing on how insights directly inform channel targeting, journey optimization, and upsell strategy across the customer lifecycle. You'll bring the voice of the customer into decision-making by identifying who to target, when to engage them, through which channel, and with what message. Partnering closely with Marketing, eCommerce, Lifecycle, Product, and Analytics teams, you'll help translate insights into measurable improvements across engagement, conversion, attach rate, and customer lifetime value. If you're passionate about turning insights into action and shaping smarter, more personalized customer journeys, this role is for you. Essential Functions/Responsibilities: Lead Consumer, Channel & Market Insight Strategy - Define and execute research and analysis that informs customer targeting, channel strategy, and lifecycle optimization. Enable smarter channel targeting - Develop insights that guide which customer segments should receive specific offers, messages, and experiences across email, SMS, app, web, and care channels. Inform Journey & Upsell Strategy - Partner with lifecycle marketing, eCommerce, and product teams to optimize customer journeys, cross-sell, and upsell opportunities based on behavior, eligibility, and lifecycle stage. Design & Oversee Research Methodology - Identify the appropriate qualitative and quantitative approaches to answer channel, journey, and performance questions; oversee data collection, analysis, and synthesis. Translate Insights into Actionable Recommendations - Deliver clear, prioritized recommendations that influence campaign strategy, journey design, and offer placement. Develop Performance Readouts & Reporting - Create recurring insight readouts that connect customer behavior, channel performance, and journey outcomes to business results. Synthesize Multi-Source Data - Combine research, campaign performance, web/app analytics, and customer data to create a holistic view of the customer journey. Partner Cross-Functionally - Work closely with Customer Marketing, eCommerce, Product/GTM, Analytics, and Customer Experience teams to embed insights into planning and execution. Drive Optimization & Testing Strategy - Inform A/B testing and optimization roadmaps by identifying hypotheses tied to customer behavior and journey friction. Influence Strategic Decisions - Build alignment and momentum by clearly communicating insights, tradeoffs, and expected impact to stakeholders and leadership. Monitor Consumer & Channel Trends - Stay ahead of shifts in customer behavior, channel effectiveness, and competitive approaches to continuously evolve strategy. Required Skills: Advanced qualitative and quantitative research expertise, with the ability to connect insights to channel and lifecycle performance. Strong storytelling and executive communication skills‑able to translate complex data into clear, compelling narratives. Experience with market research platforms (Qualtrics, SurveyMonkey, Nielsen, Kantar). Proficiency in data visualization and business intelligence tools (Tableau, Power BI). Strong understanding of channel targeting, customer journeys, segmentation, and personalization strategies. Familiarity with digital and lifecycle analytics (email/SMS performance, web/app analytics, funnel analysis). Ability to develop performance readouts that clearly link insights to KPIs such as conversion, attach rate, retention, and CLV. Strategic mindset with the ability to balance insight depth with speed and actionability. Strong stakeholder management skills and experience working cross‑functionally. Highly organized, detail‑oriented, and comfortable managing multiple initiatives simultaneously. Required Experience: Bachelor's degree in Marketing, Business, Communications, or a related field (or equivalent experience). 4-6 years of experience in eCommerce marketing, digital merchandising, lifecycle marketing, or digital growth roles. You have prior experience within a similar role. You are experienced in managing a wide range of qualitative and quantitative research. You possess strong analytical skills with the ability to leverage data to develop strategy/decisions. You are familiar with putting together data from multiple sources to tell a story. You have strong knowledge of business visualization tools such as Power BI and Tableau. You are a strategic thinker with good communication and presentation skills. Experience with performance reporting, optimization, and testing (A/B or multivariate). Prior people management experience preferred (or strong mentorship/leadership experience). Learn about the Vivint Culture and why it's a great place to grow your career! Here are some highlighted perks you should ask us about: Free daily lunch and drinks on site Paid holidays and flexible paid time away Employee /Friends/Family Discounts Onsite health clinic, gym, gaming tables Medical/dental/vision/life coverage & 24/7 Medical Hotline 401(k) + Employer Match Employee Resource Groups NRG Energy is committed to a drug and alcohol‑free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post‑accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Talent. #J-18808-Ljbffr