Insight Manager

SummaryThe Insight Manager is a hands-on leader responsible for advancing Athens Services’ customer experience strategy through data, technology, and human-centered design.With a strong focus on Qualtrics implementation, insights activation, and project delivery, this role builds the programs, tools, and processes that strengthen customer journeys and elevate service consistency. The position requires close collaboration with senior management across the organization, ensuring customer insights are understood, prioritized, and translated into meaningful improvements.Job DescriptionKey ResponsibilitiesCX Strategy Support & Transformation InitiativesWork closely with senior management and departmental leaders to support the continued development and refinement of Athens’ customer experience strategy.Lead CX transformation projects and ensure alignment with organizational priorities.Partner with teams across the company to embed customer-centric practices into processes, systems, communications, and service design.Translate insights into clear, practical recommendations that drive measurable improvements.Experience Management & Qualtrics ImplementationServe as the day-to-day owner of Qualtrics XM, overseeing configuration, deployment, adoption, and optimization.Create dashboards, alerts, workflows, and surveys that enable leadership and teams to understand and act on customer feedback.Develop and maintain customer personas and segmentation models that guide targeted service and communication improvements.Build and update end-to-end customer journey maps to identify friction points and opportunities.Track NPS, CSAT, CES, sentiment, and other KPIs—delivering insight-driven reporting directly to senior management.Project Management & Change EnablementManage CX project plans, timelines, communications, and stakeholder coordination.Lead execution for new CX tools, processes, and technology enhancements.Support change management efforts to drive adoption of customer-centric practices and new workflows.Process Improvement & Experience DesignSupport continuous improvement and service design initiatives to simplify customer journeys and improve experience quality.Work with leaders across the business to align KPIs and reporting with enhanced customer experience expectations.Recommend process refinements that strengthen consistency and reduce customer friction.Internal Collaboration & Culture BuildingPartner with senior leaders to promote a culture of customer empathy, listening, and accountability.Provide guidance, training, and tools that help teams use insights to drive action.Help departments understand their role in delivering exceptional customer experiences and empower leaders to cascade improvements through their teams.QualificationsRequired6–8+ years of experience in customer experience, customer insights, digital experience, or transformation roles.Hands-on experience implementing or managing Qualtrics XM or similar experience-management platforms.Strong analytics capabilities, including building dashboards, reports, and leadership-level insights.Demonstrated project management skills with experience supporting senior stakeholders.Excellent communication and storytelling skills with the ability to convey complex insights simply.Bachelor’s degree in Business, Marketing, Data Analytics, Communications, or related field.PreferredExperience supporting CX programs in a multi-site or field-based service environment.Certification or experience in service design, Lean, Six Sigma, or process improvement.Familiarity with contact-center or customer communication platforms.Bilingual English/Spanish or understanding of Southern California customer communities.Salary: $120,000 - $150,000Benefits:Competitive wagesComprehensive benefit package Medical, Dental, Vision401KLife InsurancePaid Vacation and Sick TimeCareer planRecognition programsProfessional development learningAn exceptional work environmentAthens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran #J-18808-Ljbffr