Sr. Manager, Customer Performance & Insights

Job Title: Sr. Manager, Customer Performance & Insights Work Model #LI-OnSite (4 days a week) What You Will Do The Sr. Manager, Customer Performance & Insights is a strategic analytics leader responsible for delivering a comprehensive, real-time view of customer experience performance across the enterprise. This role builds and oversees the full ecosystem of customer feedback—both stated and unstated—to uncover actionable insights, identify experience gaps, and guide business stakeholders toward data-driven, customer-focused improvements. How You Will Make an Impact Own and evolve the enterprise CX Health measurement framework, integrating feedback across channels to deliver a holistic view of customer experience Identify customer pain points and journey friction by connecting insights across touchpoints, behavioral data, and feedback signals Develop dashboards, scorecards, and executive reporting that shift from reactive reporting to proactive, predictive CX management Lead customer research and analytics programs, translating findings into actionable, prioritized recommendations Integrate insights from social media, call centers, complaints, operational data, and tools like Glassbox Establish proactive monitoring and predictive analytics to detect emerging CX risks Facilitate cross-functional alignment and embed customer-driven decision-making Design and manage closed-loop feedback systems to ensure resolution and measurable improvements Influence senior stakeholders through storytelling and data-backed recommendationsLead, mentor, and develop a high-performing team What You Will Bring to the Role Experience 8+ years in customer insights, CX analytics, research, VoC, or CX strategy 3+ years of leadership experience Predictive analytics experience related to customer behavior or journey risk Experience managing qualitative, quantitative, and behavioral research programs Proven ability to influence senior stakeholders and lead cross-functional initiatives Education Bachelor’s degree in relevant field required Advanced degree preferred Skills & Knowledge Expertise in customer insights, VoC, and CX measurement Strong analytical and problem-solving skills Experience with SQL, Python, or predictive modeling tools Ability to translate data into actionable strategies Familiarity with CX tools (e.g., Glassbox) Strong storytelling and executive presentation skills Stakeholder management in matrixed environments Advanced Excel and Microsoft Office skills Strong communication and leadership abilities We Take Care of Our People Medical, dental, and vision plans with no-cost and low-cost options Annual employer HSA contribution 401(k) matching and immediate vesting Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level: Associate / Sr. Associate: $350 Director: $800 Executive Director: $900 VP or Above: $1,000 100% employer-paid life and disability insurance No-cost health and wellbeing programs, including a gym benefit Six weeks of paid parental leave Paid Volunteer Time Off, plus a company donation to a charity of your choice Work Environment & Physical Requirements Extended sitting, standing, and screen time in a hybrid work environment (office and remote). Other Details Our Company is an equal opportunity employer committed to fostering a diverse, inclusive, and respectful workplace—because we believe diversity builds stronger teams. We comply with all applicable federal, state, and local equal employment opportunity laws and do not discriminate on the basis of race, religion or creed, color, national origin, ancestry, caste, citizenship, sex or gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, medical condition, genetic information, marital status, family care or medical leave status, military or veteran status, political affiliation, or any other characteristic protected by law. Information provided during the application process is requested in good faith and will be used solely in accordance with applicable employment laws. This notice only applies to our applicants who reside in the State of California. The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 (“CCPA”). If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at View email address on click.appcast.io. #J-18808-Ljbffr