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 Role

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.

Location : 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 :

Preferred Experience :

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 :

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.

Background Screening : If you are selected for a position, there will be a background screen, which may include checks for criminal records and / or motor vehicle reports and / or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page.

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.

Disclaimer : The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.