Director, Insights Intelligence (Post Sale, Customer Care)

Job DescriptionThe 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 ResponsibilitiesDuties and responsibilities of the Director, Insights Intelligence include but are not limited to the following:Deliver Insights That Drive Action: Translate customer data across CSAT, NPS, sentiment, and Voice of the Customer into clear, actionable strategies that leaders can operationalizeEnsure Data Integrity & Trust: Maintain accuracy, consistency, and reliability of customer data across all platforms and reporting outputsUnify Data Sources: Integrate and align data across tools including Qualtrics, Sprinklr, Decagon, Snowflake, Sigma, Power BI, Dynamics, IVR, and chatDrive Post-Sale Experience Improvements: Use customer feedback and performance data to identify root causes, reduce friction, and improve outcomesPartner to Deliver Impact: Work cross-functionally to ensure insight-driven actions are defined, tracked, and result in measurable improvementsIdentify Patterns & Opportunities: Analyze customer journeys to uncover trends, friction points, and experience gapsCreate a Single Source of Truth: Drive clarity and consistency in reporting to establish a trusted view of performance across teamsInfluence Decision-Making: Partner with Digital, IT, Product, and Operations to ensure insights are understood and appliedAct as a Trusted Advisor: Use data to guide direction, inform trade-offs, and support leadership decision-makingElevate Storytelling: Deliver clear, concise, and actionable insights through strong executive-level communicationBalance Speed & Accuracy: Ensure timely delivery of insights without compromising qualityClose Data Gaps: Identify gaps in data, reporting, and signal coverage, and define solutionsSet Standards: Establish best practices for analytics, reporting, and insight generationLead & Develop the Team: Build and lead a multi-layered insights organization, setting expectations and raising performance standardsDrive Accountability: Ensure high-quality, consistent, and impactful outputs across the teamJob Requirements8+ years of experience in analytics, customer insights, customer experience, or related fields, with demonstrated impact on business decision-makingExperience owning customer analytics programs, including CSAT, NPS, sentiment, and Voice of the CustomerStrong understanding of customer experience measurement across surveys, digital interactions, and operational dataExperience working with data platforms such as Snowflake, Sigma, Power BI, Qualtrics, Sprinklr, Dynamics, or similar toolsProven ability to translate complex data into clear, actionable insightsDemonstrated ability to influence cross-functional stakeholders without direct ownershipExperience working across multiple data sources and competing priorities while driving alignment and consistencyStrong analytical and problem-solving skills, with the ability to identify patterns and root causesExperience building, leading, or developing analytics or customer insights teamsExcellent communication skills, with the ability to deliver clear, executive-level storytellingHigh level of ownership, judgment, and follow-throughOperates with integrity and transparencyThe expected salary range for this position is $155,000 to $165,000 annually. Actual compensation will be determined based on experience, skills, internal equity, and other factors permitted by law.To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.Benefits may include*:Medical, dental, vision, life, and disability insurance for the associate and eligible dependentsFlexible Spending Account (FSA)Health Savings Account (HSA)401(k) retirement savings programMental health resources and Employee Assistance Program (EAP)Paid vacation time (accrued based on hours worked and tenure)Paid company holidaysEmployee discount across our family of brandsPotential eligibility for annual merit-based compensation increases, where applicable*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.Job DetailsJob Type: Full-timeCategory: Customer ServiceSalaried: Salaried