Director, Insights Intelligence (Post Sale, Customer Care)

The 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 Responsibilities Duties 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 operationalize

Ensure Data Integrity & Trust:

Maintain accuracy, consistency, and reliability of customer data across all platforms and reporting outputs

Unify Data Sources:

Integrate and align data across tools including Qualtrics, Sprinklr, Decagon, Snowflake, Sigma, Power BI, Dynamics, IVR, and chat

Drive Post-Sale Experience Improvements:

Use customer feedback and performance data to identify root causes, reduce friction, and improve outcomes Partner to

Deliver Impact:

Work cross-functionally to ensure insight-driven actions are defined, tracked, and result in measurable improvements

Identify Patterns & Opportunities:

Analyze customer journeys to uncover trends, friction points, and experience gaps Create a

Single Source of Truth:

Drive clarity and consistency in reporting to establish a trusted view of performance across teams

Influence Decision-Making:

Partner with Digital, IT, Product, and Operations to ensure insights are understood and applied Act as a

Trusted Advisor:

Use data to guide direction, inform trade-offs, and support leadership decision-making

Elevate Storytelling:

Deliver clear, concise, and actionable insights through strong executive-level communication

Balance Speed & Accuracy:

Ensure timely delivery of insights without compromising quality

Close Data Gaps:

Identify gaps in data, reporting, and signal coverage, and define solutions

Set Standards:

Establish best practices for analytics, reporting, and insight generation Lead & Develop the

Team:

Build and lead a multi-layered insights organization, setting expectations and raising performance standards

Drive Accountability:

Ensure high-quality, consistent, and impactful outputs across the team 8+ years of experience in analytics, customer insights, customer experience, or related fields, with demonstrated impact on business decision-making Experience owning customer analytics programs, including CSAT, NPS, sentiment, and Voice of the Customer Strong understanding of customer experience measurement across surveys, digital interactions, and operational data Experience working with data platforms such as Snowflake, Sigma, Power BI, Qualtrics, Sprinklr, Dynamics, or similar tools Proven ability to translate complex data into clear, actionable insights Demonstrated ability to influence cross-functional stakeholders without direct ownership Experience working across multiple data sources and competing priorities while driving alignment and consistency Strong analytical and problem-solving skills, with the ability to identify patterns and root causes Experience building, leading, or developing analytics or customer insights teams Excellent communication skills, with the ability to deliver clear, executive-level storytelling High level of ownership, judgment, and follow-through Operates with integrity and transparency The 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 dependents Flexible Spending Account (FSA) Health Savings Account (HSA) 401(k) retirement savings program Mental health resources and Employee Assistance Program (EAP) Paid vacation time (accrued based on hours worked and tenure) Paid company holidays Employee discount across our family of brands Potential 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.