Director, Consumer Insights & Analytics

101564

701 Cool Springs Blvd, Franklin, Tennessee 37067

TruGreen accepts applications on an ongoing basis.

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview

Responsible for leading and evolving TruGreen’s consumer insights and analytics function to drive data-informed strategies across marketing, product, and customer experience. This role plays a critical part in understanding customer needs, behaviors, and preferences through rigorous data analysis and research, enabling the organization to make customer-centric decisions that fuel growth and enhance satisfaction.

Responsibilities

• Design, manage, and interpret brand tracking studies, ad testing, concept testing, customer satisfaction, and other primary research.

• Partner with marketing, product, and operations teams to ensure insights are embedded into strategies and decision-making.

• Work with external vendors to lead qualitative and quantitative research efforts.

• ​Lead customer and business analytics to identify growth opportunities, performance trends, and audience behaviors.

• Develop dashboards and regular reporting to monitor KPIs (retention, acquisition, satisfaction, CLTV, etc.).

• Support marketing measurement and attribution modeling in collaboration with the media and data teams.

• Drive customer segmentation, lifetime value modeling, and churn prediction.

• Translate insights into clear recommendations that drive customer-first strategies.

• Serve as a thought leader across the company for customer-centric thinking.

• Build and lead a high-performing team of insights and analytics professionals.

• Educate and inspire teams across the organization to make better, insight-led decisions.

Knowledge, Skills, and Abilities

• Knowledge of accounts receivable and collections practices

• Mathematical competency (addition, subtraction, multiplication, division) to calculate account balances, including rates and percentages

• Attention to detail and accuracy with numerical data

• Computer skills with Microsoft Office applications (Word, Excel, Outlook)

• Customer service and conflict resolution skills

• Written and verbal communication skills

• Ability to operate in a fast-paced, customer-centric environment with frequent telephone-based customer contact

• Process orientation to adhere to standard procedures and policies and instructions

• Organizational and time management skills, including punctuality for on-time attendance

Education & Experience Requirements

• 8–10+ years of experience in consumer insights, analytics, or a related field.

• Proven experience designing and executing both qualitative and quantitative research.

• Strong statistical and analytical capabilities, with a track record of translating data into actionable insights.

• Proficiency with tools such as SQL, Excel, Tableau, Power BI, or similar.

• Experience with survey platforms and tools (Qualtrics, SurveyMonkey, etc.).

• Comfortable working with cross-functional teams in a fast-paced, test-and-learn environment.

• Strong communication and storytelling skills — ability to simplify complexity and influence decisions.

• Experience in a subscription-based, service-driven business.

• Familiarity with customer journey analytics or CX measurement frameworks.

• Background in building or scaling an insights function from scratch.

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functi