Senior Manager, Customer Insight
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Job Description
Senior Manager of Customer Insights at Rentokil managing customer feedback analytics and market research functions. Building predictive models to enhance customer experience and financial outcomes.
Responsibilities:
- Design and lead an enterprise-wide "Voice of the Customer" (VOC) framework across all digital and physical touchpoints.
- Establish closed-loop tracking mechanisms to ensure customer insights translate into documented operational and financial ROI.
- Build predictive driving models linking NPS, CSAT and CVC to tangible financial outcomes, such as renewal rates, churn prevention, and expansion revenue.
- Architect robust primary research and brand tracking programs to monitor market position and competitor behavior.
- Identify and analyze complex datasets to provide feedback to the CDO organization on enterprise-level data requirements.
- Cultivate strategic partnerships with CX Forum, Sales, Marketing, and Service delivery teams to guide decision-making based on customer signals.
- Collaborate with the CX office to map cross-channel customer journeys (web, mobile, service, offline) and identify critical friction points and "moments of truth".
- Design A/B tests and quasi-experiments focused on improving the end-to-end customer experience and commercial performance.
- Deliver high-impact narratives and performance scorecards, quantifying root causes of customer pain points to guide leadership decision-making.
Requirements:
- Master’s degree in Statistics, Behavioral Economics, Data Science or an MBA with a focus on Customer Insights is preferred.
- 7 or more years of relevant experience in insights-driven leadership.
- 5+ years in a DTC or B2B subscription business model, with a deep understanding of recurring revenue and the subscriber lifecycle.
- Expert-level proficiency in Qualtrics, Medallia, or Cresta.
- Strong SQL and Python/R skills for integrating unstructured survey data with structured behavioral datasets.
- Deep understanding of causal inference, text analytics (NLP) for survey sentiment, and key driver analysis (KDA).
- Proficiency in research methods and journey mapping tools such as Lucidchart or Figma.
- No sponsorship or OPT available.
Benefits:
- Start Day 1 for Full-Time Colleagues - No Waiting Period!
- Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
- 401(k) retirement plan with company-matching contributions
- Vacation days & sick days
- Company-paid holidays & floating holidays
- Tuition Reimbursement benefits (for FT Colleagues)
- Professional and Personal Growth
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