DescriptionJob Title: Sr. Manager, Customer Performance & InsightsWORK MODEL#LI-OnSite (4 days a week)
WHAT YOU WILL DOThe Sr. Manager, Customer Performance & Insights is a strategic analytics leader responsible for delivering a comprehensive, real-time view of customer experience performance across the enterprise. This role builds and oversees the full ecosystem of customer feedback-both stated and unstated-to uncover actionable insights, identify experience gaps, and guide business stakeholders toward data-driven, customer-focused improvements.
HOW YOU WILL MAKE AN IMPACT- Own and evolve the enterprise CX Health measurement framework, integrating feedback across channels to deliver a holistic view of customer experience
- Identify customer pain points and journey friction by connecting insights across touchpoints, behavioral data, and feedback signals
- Develop dashboards, scorecards, and executive reporting that shift from reactive reporting to proactive, predictive CX management
- Lead customer research and analytics programs, translating findings into actionable, prioritized recommendations
- Integrate insights from social media, call centers, complaints, operational data, and tools like Glassbox
- Establish proactive monitoring and predictive analytics to detect emerging CX risks
- Facilitate cross-functional alignment and embed customer-driven decision-making
- Design and manage closed-loop feedback systems to ensure resolution and measurable improvements
- Influence senior stakeholders through storytelling and data-backed recommendations
- Lead, mentor, and develop a high-performing team
QualificationsWHAT YOU WILL BRING TO THE ROLEExperience:- 8 years in customer insights, CX analytics, research, VoC, or CX strategy
- 3 years of leadership experience
- Predictive analytics experience related to customer behavior or journey risk
- Experience managing qualitative, quantitative, and behavioral research programs
- Proven ability to influence senior stakeholders and lead cross-functional initiatives
- Executive-level communication experience
Education:- Bachelor's degree in relevant field required
- Advanced degree preferred
Skills & Knowledge:- Expertise in customer insights, VoC, and CX measurement
- Strong analytical and problem-solving skills
- Experience with SQL, Python, or predictive modeling tools
- Ability to translate data into actionable strategies
- Familiarity with CX tools (e.g., Glassbox)
- Strong storytelling and executive presentation skills
- Stakeholder management in matrixed environments
- Advanced Excel and Microsoft Office skills
- Strong communication and leadership abilities
WE TAKE CARE OF OUR PEOPLEAlong with competitive pay, as an employee of HCA, you are eligible for:
• Medical, dental, and vision plans with no-cost and low-cost options
• Annual employer HSA contribution
• 401(k) matching and immediate vesting
• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level:
o Associate / Sr. Associate: $350
o Manager / Sr. Manager: $600
o Director: $800
o Executive Director: $900
o VP or Above: $1,000
• 100% employer-paid life and disability insurance
• No-cost health and wellbeing programs, including a gym benefit
• Six weeks of paid parental leave
• Paid Volunteer Time Off, plus a company donation to a charity of your choice
WHAT HAPPENS NEXTExpress your interest by submitting an application. Our recruiting team will review your application to assess alignment with the role. Visit our careers page to learn more about our culture.
OTHER DETAILSWork Environment & Physical Requirements:Extended sitting, standing, and screen time in a hybrid work environment (office and remote).
