Senior Lead Customer Insights Manager

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Role

The Customer Insights Manager is a key contributor within the Marketing organization, responsible for delivering Lumen's Enterprise Customer Insights Roadmap. Working both independently and with external partners, this role designs and executes complex insights projects from start to finish. Insights from these projects help marketing, product, operations, and sales leaders make customer-centric decisions that drive growth.

Location

This is a work from home position within the U.S.

The Main Responsibilities

• Plan and conduct live customer interviews, then turn them into clear themes and recommendations
• Conduct deep-dive data analysis to uncover buying and behavioral patterns, strategic opportunities, risks, and white spaces in existing and emerging product and customer segments
• Design and run survey-based quantitative studies, covering questionnaire development, sampling, fielding, and statistical analysis
• Lead brand and market insights projects that measures awareness, perception, and competitive positioning across target B2B segments
• Test product concepts, offers, and messaging so that go-to-market decisions are grounded in customer evidence
• Generate Lumen Digital product insights, leveraging cross-channel behavioral analytics, to improve the customer's digital experience
• Apply advanced analytics and predictive modeling to find emerging trends and inform marketing strategy
• Manage insights vendors as needed, from scoping through delivery
• Work with internal counterparts to make sure every project meets data governance and privacy standards

What We Look For in a Candidate

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, Statistics, or a related field
• 5-7 years of experience in B2B Customer Insights
• Experience in the technology / software industry
• Experience analyzing quantitative customer and market data using statistical methods to identify meaningful patterns, trends, and business opportunities
• Strong survey design, programming and distribution skills
• Hands-on experience planning and conducting live customer interviews
• Proven ability to manage external insights vendors and keep studies on scope, on time, and on budget
• Ability to turn insights project findings into clear, compelling stories for executive audiences

Preferred Experience

• Master's degree in Business Administration, Marketing Analytics, or a related discipline
• Experience in telecom or networking services
• Exposure to predictive modeling and AI/ML methods for data analysis
• Experience with business intelligence and data visualization platforms such as Power BI, and with SQL for joining disparate data sets
• Proficiency with survey platforms such as Qualtrics
• Experience with UX insights platforms such as UserTesting
• Proficiency with data visualization

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$105,786 - $141,047 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $111,074 - $148,099 in these states: CO HI MI MN NC NH NV OR RI $116,364 - $155,152 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's: Benefits Bonus Structure

Requisition #: 344247

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.