Senior Lead Customer Insights Manager

About Lumen

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 Sr Lead Customer Insights Manager is a key contributor within the Growth and Experience Marketing organization, responsible for executing research and analysis that informs customer-centric decision-making across marketing, product development, and customer experience initiatives. This role focuses on translating data into actionable insights 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

• Execute customer insights programs, including qualitative and quantitative research, segmentation, journey mapping, and sentiment analysis.
• Support the development and maintenance of key customer metrics such as Net Promoter Score (NPS), Customer Health Score, and Customer Lifetime Value (CLV).
• Analyze customer engagement with products and services to identify usage patterns, pain points, and opportunities for improvement.
• Collaborate with cross-functional teams (e.g., Marketing Analytics, Audience Management, Customer Experience, Product, and Sales) to integrate insights into planning, campaigns, and product enhancements.
• Prepare clear, actionable reports and presentations that communicate research findings and recommendations to stakeholders.
• Apply advanced analytics and predictive modeling techniques to identify emerging customer trends and inform marketing strategies.
• Ensure compliance with data governance and privacy standards in all research activities.
• Coordinate with external research vendors as needed to supplement internal capabilities.

What We Look For in a Candidate

Qualifications

• Bachelor’s degree in Marketing, Business, Psychology, Data Science, or related field.
• 5-7 years of experience in customer insights, market research, or marketing analytics.
• Strong analytical skills with proficiency in data interpretation and storytelling.
• Ability to work collaboratively across teams and communicate insights effectively.
• Familiarity with research methodologies and tools for qualitative and quantitative analysis.

Preferred Experience

• Master’s degree in Business Administration, Marketing Analytics, or related discipline.

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

$103,711 - $138,281 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 
$108,896 - $145,195 in these states: CO  HI  MI  MN  NC  NH  NV  OR  RI 
$114,082 - $152,109 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 Bonus Structure

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Requisition #: 340739

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. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.