Jobs and Careers

Sr Mgr Integrated Customer Insights - 90413017 - Washington

Washington, United Statesfull_timeVerifiedPosted 14 Jul 2026

💰 $176,040/yr($135,800/yr – $176,040/yr)

About the role

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

Job Summary

The 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 Wellbeing Financial and Retirement Work and Family Life Support Health, Dental, and Vision Insurance 401K with Employer Match Generous Paid Time Off Wellness Programs Railroad Retirement Benefits Paid Caregiving Days and Ba