Senior Manager, Customer Insight

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We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

The Senior Manager of Customer Insights serves as the primary architect of the organization's end-to-end analytical strategy regarding customer feedback. This leadership role oversees both Customer Experience (CX) Analytics and the Market Research functions to ensure the "customer’s voice" remains central to every strategic decision. This role is responsible for building predictive models that link CX metrics to financial outcomes like churn prevention and expansion revenue. You will deliver high-impact narratives to the Executive Leadership teams to quantify the cost of poor experiences. By bridging organizational silos, you will transform customer signals into meaningful, documented actions. 

Duties & Responsibilities

• Scalable VOC Framework: Design and lead an enterprise-wide "Voice of the Customer" (VOC) framework across all digital and physical touchpoints.

• Closed-Loop Accountability: Establish closed-loop tracking mechanisms to ensure customer insights translate into documented operational and financial ROI.

• Predictive Driver Modeling: Build predictive driving models linking NPS, CSAT and CVC to tangible financial outcomes, such as renewal rates, churn prevention, and expansion revenue.

• Competitive & Market Intelligence: Architect robust primary research and brand tracking programs to monitor market position and competitor behavior. 

• Trend Analysis: Identify and analyze complex datasets to provide feedback to the CDO organization on enterprise-level data requirements.

• Organizational Partnership: Cultivate strategic partnerships with CX Forum, Sales, Marketing, and Service delivery teams to guide decision-making based on customer signals.

• Journey Mapping: Collaborate with the CX office to map cross-channel customer journeys (web, mobile, service, offline) and identify critical friction points and "moments of truth".

• Collaborative Optimization: Design A/B tests and quasi-experiments focused on improving the end-to-end customer experience and commercial performance.

• Executive CX Scorecards: Deliver high-impact narratives and performance scorecards, quantifying root causes of customer pain points to guide leadership decision-making.

Candidate Requirements

• Education: Master’s degree in Statistics, Behavioral Economics, Data Science or an MBA with a focus on Customer Insights is preferred.

• Experience: 7 or more years of relevant experience in insights-driven leadership.

• Specific Industry: 5+ years in a DTC or B2B subscription business model, with a deep understanding of recurring revenue and the subscriber lifecycle.

Additional Skills & Competencies

• Platform Expertise: Expert-level proficiency in Qualtrics, Medallia, or Cresta.

• Data & Analytics: Strong SQL and Python/R skills for integrating unstructured survey data with structured behavioral datasets.

• Advanced Statistics: Deep understanding of causal inference, text analytics (NLP) for survey sentiment, and key driver analysis (KDA).

• Research & Visualization: Proficiency in research methods and journey mapping tools such as Lucidchart or Figma.

No sponsorship or OPT available

Base Pay Range $125,300 - $162,800/ year

While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).

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Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to pro