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Director Customer Insights

Location Quincy, United States
Posted 28-October-2021

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type: Regular Job Description :


The Director of Customer Insights will focus on obtaining and analyzing data on customer experience at Atlantic Broadband. This role will study customer preferences, needs and behaviors to support the creation of an effective marketing, product and operational strategy that positively impacts the customer experience. This role will be adept at managing big data, recognizing patterns and crafting insights to develop customer-centric communication strategies to improve customer loyalty measured through NPS (Net Promoter Score).

The Director will work with our corporate teams to ensure Atlantic Broadband is strategically aligned with their initiatives. This position will work cross functionally and closely with the senior leadership team. This position reports to the Vice President of Marketing.

Essential Duties and Responsibilities:

Capture and interpret customer data (first and third party) from a range of sources and effectively communicate findings across departments

Lead the strategy for customer propensity analysis and leverage this intelligence to inform the business next best offer and actions

Create customer personas to help drive company segmentation strategy

Draw insights from NPS, channel, customer and brand data to provide teams critical insights to build actionable plans

Analyze and communicate customer trends to create a compelling narrative and inform product roadmap, operational improvements and marketing strategies

Influence and help prioritize customer journeys based on research and data

Own competitive analysis and analyzing telecom trends to create differentiating customer experiences for the ABB brand

Inform ABB agencies about trends and insights to inform creative and campaign strategies

Establish best practices for market research across consumer, business and bulk segments

Advance the way ABB develops and share insights across the organization


Strong analytic and statistical skills with prior experience using statistical analysis techniques

Familiarity with quantitative and qualitative research methods, and when to use based on different needs/application

Apply creative analytic methods to solve problems (mathematical skill is important, but also a creative strategist/thinker)

Technologically savvy with familiarity with tools and platforms needed for analytics and insight development (SAS, SPSS, GDS)

Proven track record of analyzing and leveraging data to recommend creative solutions

Ability to create a strong narrative and tell compelling stories behind the data

A curious mindset to ask the right questions and challenge status quo, always looking to explore new possibilities and seek new analytic approaches

Ability to see challenges and obstacles from the consumer's point of view, understanding customer expectations and looking to create the best possible customer experience

High degree of leadership and collaboration skills to support all internal cross-functional partners

Five plus years of experience with majority of work experience needs to be related to market research and analysis

Strong written, verbal and communication skills to inform the organization about new insights and sell in recommendations that advance change

Experience in analyzing customer insights and driving NPS results in a customer centric organization

Experience in agency and/or telecom a plus

Location : Quincy, MA Company : Atlantic Broadband Finance, LLC

Being inclusive is simply welcoming you to be yourself!

Being inclusive also means fostering a climate of trust and respect, and encouraging diversity and equity for every candidate wanting to be part of the Cogeco team.

Being inclusive allows us to reduce barriers in the workplace and to take actions to enable accessibility for all!

Being inclusive is more than a word, it's our commitment to you!

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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