Manager, Customer Intelligence

Because we believe that good business must be synonymous with doing good, strong environmental, social and governance practices are foundational to our identity as a firm. These practices include setting ambitious goals to combat climate change, partnering with local nonprofits, and prioritizing internal diversity, equity, and inclusion efforts. We seek to use our position, ideas, and influence to drive progress in our industry and the wider world. At Link, we give our customers space to grow—and we give people space to grow, too. The Customer Intelligence Manager is responsible for designing, implementing, and managing programs that systematically collect, analyze, and act on customer feedback that enables the business to improve outcomes, empower the field, and enable smarter, faster decisions to support the enterprise. The role requires expertise in customer feedback methodologies, advanced data analysis for actionable insight development, and proficiency with customer experience feedback management platforms like Qualtrics.

RESPONSIBILITIES

Manage the execution, evaluation, and continual refinement of customer intelligence and Voice of the Customer (VoC) strategies to enhance business outcomes and customer retention. Define and oversee methodologies, scope, objectives, and success metrics for measuring customer experience and satisfaction across all critical touchpoints, Conduct omni-channel customer feedback collection and analysis, prioritizing pain points, moments that matter, and emerging needs—synthesizing findings for broader insight. Design and optimize surveys, interviews, focus groups, and digital listening posts, refining feedback methodologies to minimize survey fatigue and maximize data value. Analyze qualitative and quantitative customer data (including comparative, causal, sentiment, and root cause analysis) using advanced statistical, predictive, and natural language processing tools. Oversee competitive research and monitor industry trends to ensure customer intelligence strategy reflects market realities and best practices. Develop and deliver regular dashboards, reports, and presentations, clearly communicating insights and performance to executives and cross-functional teams. Lead closed‑loop feedback processes, ensuring customer issues are addressed, improvements are tracked, and impacts are measured over time. Partner with and train internal stakeholders, fostering buy‑in and integration of insights into organizational strategies and customer‑centric initiatives. Provide requirements and the management for Qualtrics XM Suite that leverages the full array of automation, advanced analytic techniques, and reporting capabilities. Ensure full compliance with data privacy regulations, company policies, and customer interaction standards. Champion and support change management initiatives to drive adoption of new practices and the continued evolution of customer intelligence.

QUALIFICATIONS

Bachelor’s degree in Business, Psychology, Marketing, Statistics, or a related field; advanced degree preferred. 3-5+ years’ experience in customer experience, customer success, or customer intelligence, with proven impact on customer engagement and loyalty. Deep understanding of customer feedback methodologies, survey science, segmentation, competitive analysis, and closed‑loop processes. Hands‑on expertise with the Qualtrics XM Suite (survey creation, data analysis, automation, and reporting). Knowledge of HTML and CSS (JavaScript a plus). Advanced proficiency in statistical analysis and predictive analytics tools (Excel, Tableau, SAS, SPSS, R, Python, etc.). Experience integrating and extracting insights from CRM systems (Salesforce preferred). Exceptional ability to present complex insights with clear, impactful communication to executives and cross‑functional teams. Demonstrated change management abilities and proficiency in cross‑functional collaboration. Detail‑oriented, analytical, and independent, with strength in data storytelling and can balance multiple projects with competing deadlines.

PREFERRED QUALIFICATIONS

Qualtrics Certification - XM Scientist Certified Customer Experience Professional (CCXP) designation Change management (Prosci) and/or Lean/Six Sigma training or certification Knowledge of natural language processing (NLP) techniques Experience working with Salesforce, especially Service Cloud and Marketing Cloud $105,000 - $125,000 represents the presently anticipated base compensation pay range for this position at Link. Actual pay may vary based on various factors, including but not limited to location and experience. Link provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays, paid time off. The direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. #J-18808-Ljbffr Industrial Asset Management Council, Inc