Job SummaryThe Senior Manager, Integrated Customer Insights serves as a strategic advisor, translating customer, market, operational, and competitive intelligence into actionable business strategies. This role balances foundational market decision-making by integrating diverse data sources into clear, insight-driven recommendations that support growth and enhance the customer experience.
The position leads research strategy and customer insight integration, including qualitative and quantitative research execution, focus group moderation, supplier management, customer journey analysis, tracker studies, and insight synthesis; partnering cross-functionally with Product, Marketing, Operations, Commercial, Digital, and Customer Experience teams to identify opportunities and deliver measurable business impact.
Essential Functions- Serve as a strategic insights partner to cross-functional leaders, translating customer, operational, and market data into clear recommendations and executive-level narratives.
- Identify customer experience gaps, operational challenges, and competitive risks by integrating diverse data sources into cohesive, actionable business insights.
- Generate and deliver "so what / now what" insights that inform strategic decisions, prioritization, and enterprise customer experience and growth initiatives.
- Design, lead, and execute qualitative and quantitative research programs, including surveys, segmentation, customer journey analysis, and market studies.
- Analyze and synthesize research findings into actionable recommendations; present to senior leadership and facilitate stakeholder alignment through presentations, discussions, and workshops.
Minimum Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience. Plus 9 years of relevant work experience.
Preferred Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience. Plus 13 years of relevant work experience.
Knowledge, Skills, and Abilities- Advanced qualitative and quantitative research expertise.
- Certified or formally trained focus group moderation capabilities.
- Strong strategic thinking and consultative problem-solving skills.
- Ability to identify root causes behind customer and business performance issues.
- Executive-level written and verbal communication abilities.
- Strong facilitation and stakeholder management skills.
- Ability to manage multiple concurrent priorities and shifting business needs.
- Experience translating complex findings into concise, actionable business insights.
- Strong collaboration and relationship-building capabilities across teams and leadership levels.
The salary/hourly range is $135,800.00 - $176,040.00. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position.
Health and WellbeingFinancial and RetirementWork and Family Life SupportHealth, Dental, and Vision Insurance401K with Employer MatchGenerous Paid Time Off Wellness ProgramsRailroad Retirement BenefitsPaid Caregiving Days and Backup CareHealth Savings AccountPublic Service Student Loan ForgivenessFertility and Family Building BenefitsNo-cost Personal Health AdvocateStudent Loan AssistanceAdoption and Surrogacy AssistanceMedical Plan Opt-out CreditTuition and Education ReimbursementPaid Family Leave Life InsuranceRail Pass Privileges Short- and Long-term Disability InsuranceEmployee Assistance Program No-cost Financial Advisor SessionsCommuter and Flexible Spending Accounts
Learn more about our benefits offerings here.
Requisition ID:166863
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%