Senior Lead Customer Insights Manager

Sr Lead Customer Insights Manager

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

Preferred Experience

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 :

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.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.