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Time Type: Regular Job Description :
Summary:
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
Qualifications
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
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