The Director, Customer Insights & Analytics will establish and lead a centralized Customer Insights & Analytics function within the Customer Experience (CX) organization, reporting directly to the CX Leader. This role is responsible for bringing together the Voice of the Customer (VoC) across all touchpoints-including global contact centers, digital channels, and physical experiences-and translating those insights into clear, actionable priorities that drive measurable improvements in customer experience and business outcomes.
This leader will serve as the single, trusted source of CX insights, enabling proactive, data-driven decision-making and accelerating improvements in customer satisfaction, loyalty, retention, and growth.
What You'll Do: Strategic Leadership & Function Build- Establish and lead a centralized Customer Insights & Analytics function aligned to CX strategy and business priorities.
- Define and execute the vision, roadmap, and operating model for customer insights across the enterprise.
- Build and scale a high-performing team, including analysts and aligned existing Data & Analytics resources across global contact centers.
- Serve as the primary advisor to the CX Leader on customer trends, risks, and opportunities.
Voice of Customer (VoC) & Insights Integration- Bring together customer data across all channels:
- Global contact centers
- Digital channels (web, mobile, digital journeys)
- Physical experiences (North America)
- Create a holistic, end-to-end view of the customer journey and experience.
- Establish a unified Voice of Customer ecosystem integrating surveys, operational data, and behavioral signals.
Customer Insights & Actionability- Translate complex customer data into simple, clear, and actionable insights that drive business improvements.
- Identify root causes of customer friction and breakdowns across the end-to-end journey.
- Partner with CX, Operations, Product, and Marketing teams to prioritize and implement improvements.
- Develop advanced analytics capabilities, including:
- Driver analysis (NPS, CSAT, CES, Social Reviews, etc.)
- Customer lifetime value insights
CX Metrics & Performance Management- Establish and standardize CX metrics, measurement frameworks, and performance governance across the organization.
- Lead the design and implementation of consistent KPI frameworks across Contact Center operations.
- Develop executive-ready reporting and dashboards that provide simple, actionable insights for ongoing decision-making.
- Track and quantify the business impact of CX improvements.
Cross-Functional Alignment & Influence- Align and coordinate analytics resources embedded across contact centers and business units under a unified strategy.
- Partner closely with Marketing, Operations, Technology, Finance, and Product teams to embed customer insights into decision-making.
- Present insights, trends, and recommendations to senior leadership, influencing strategic priorities and investments.
- Act as a thought leader on customer-centric measurement, analytics, and best practices.
Technology, Data & Innovation- Oversee the selection, integration, and optimization of analytics tools, VoC platforms, and visualization solutions (e.g., Tableau, Power BI).
- Ensure seamless integration of customer data across multiple systems (CRM, surveys, digital analytics, contact center platforms, etc.).
- Advance the use of AI, automation, and advanced analytics to enhance insight generation and predictive capabilities.
- Establish data governance and quality standards for customer-related data and metrics.
Perks You'll Get: - Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
- 401(k) Retirement Plan with company matched contributions
- Full training to learn the business and enhance professional skills
- Employee discounts, including discounted prices on the purchase of Avis/Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
What We're Looking For: - Bachelor's degree in Business, Data Analytics, Statistics, Economics, or related field; Master's degree preferred.
- 10+ years of progressive experience in customer analytics, data insights, or customer experience strategy.
- Strong background in NPS and customer feedback methodologies.
- Demonstrated success leading analytics teams and influencing senior executives.
- Experience in a consumer-facing industry (travel, retail, hospitality, or services preferred).
- Expertise in customer metrics, survey design, and statistical modeling.
- Proficiency with analytics and visualization tools (SQL, Python/R, Tableau, Power BI, etc.).
- Exceptional communication and storytelling skills, with the ability to translate complex data into clear business narratives.
- Strong leadership and project management capabilities.
- Customer-centric mindset with passion for improving experiences.
- Strategic thinker with a bias for action and measurable results.
- Ability to manage ambiguity and drive clarity in complex environments.
- Influential leader who fosters collaboration across departments.
The annual starting salary for this position is between $220,000 - $235,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Parsippany
New Jersey
United States of America
