Director Customer Insights

Director of Customer Insights

Lumen connects the world. We are igniting business growth by connecting people, data and applications quickly, securely, and effortlessly. Together, we are building a culture and company from the people up committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. The Director of Customer Insights is a strategic leadership role within the Growth and Experience Marketing organization, responsible for shaping and executing a comprehensive insights strategy that informs customer-centric decision-making across marketing, product development, and customer experience initiatives. This role serves as the enterprise authority on customer behavior, sentiment, and preferences, translating complex data into actionable strategies that drive growth, enhance engagement, and improve the overall customer journey.

This is a work from home position within the U.S.

The Main Responsibilities

Lead the development and execution of customer insights programs, including qualitative and quantitative research, segmentation, journey mapping, and sentiment analysis.

Own and evolve key customer metrics including Net Promoter Score (NPS), Customer Health Score (definition, methodology, and reporting), and Customer Lifetime Value (CLV) calculations.

Deliver actionable business intelligence on how customers engage with products and services, identifying usage patterns, pain points, and opportunities for improvement.

Partner with cross-functional teams (e.g., Marketing Analytics, Audience Management, Customer Experience, Product, and Sales) to embed insights into strategic planning, campaign development, and product innovation.

Translate research findings into compelling narratives and strategic recommendations for senior leadership and stakeholders.

Champion the use of advanced analytics, AI, and predictive modeling to uncover emerging customer trends and inform proactive marketing strategies.

Ensure governance and ethical use of customer data, maintaining compliance with privacy regulations and internal standards.

Manage vendor relationships and oversee external research partnerships to augment internal capabilities.

Build and lead a high-performing team of insights professionals, fostering a culture of curiosity, collaboration, and continuous improvement.

What We Look For in a Candidate

Qualifications :

Bachelor's degree in Marketing, Business, Psychology, Data Science, or related field.

10+ years of experience in customer insights, market research, or marketing analytics, with at least 5 years in a leadership capacity.

Proven ability to lead cross-functional teams and influence senior stakeholders.

Expertise in designing and executing research projects that drive strategic outcomes.

Strong analytical skills with proficiency in data interpretation and storytelling.

Excellent communication and presentation skills, with the ability to translate complex data into clear, actionable insights.

Preferred Experience :

Master's degree in Business Administration, Marketing Analytics, or a related discipline.

Experience in B2B marketing, telecom, technology, or enterprise services industries.

Familiarity with tools such as Adobe Real-Time CDP, Salesforce, Tableau, SQL, and marketing automation platforms (e.g., Marketo, Eloqua).

Demonstrated success in leveraging AI and machine learning for customer segmentation and predictive analytics.

Experience with customer journey mapping, persona development, and omni-channel engagement strategies.

Compensation : This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $149,084 - $198,779 in these states : AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $156,539 - $208,718 in these states : CO HI MI MN NC NH NV OR RI $163,993 - $218,657 in these states : AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and / or sales compensation) as you move through the selection process. Learn more about Lumen's : Benefits

Equal Employment Opportunities : We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Application Deadline : 12 / 04 / 2025