Senior Manager of Customer Insights

Overview

Our FinTech client is seeking a Senior Manager of Customer Insights contractor who challenges the status quo to bring a deep understanding of its customer experience into business decisions. The Global Research & Insights team is accountable for guiding the Leadership & Stakeholders with actionable insights derived from Consumers and Merchants in Americas, EMEA, and APAC across their platforms. It supports our client’s executives by delivering world-class research solutions that provide insights on key marketing & business drivers, customer empathy, VoC, trends, and future opportunities. The Senior Manager, Customer Insights Contract role reports directly to the Director of Consumer Insights and is a high-impact position. 

To succeed in this role, you’ll need expertise in customer insights, consultation methods, problem solving, influencing, storytelling, and executive-level communication. You’ll be working with senior stakeholders across geographies, businesses, and functions to bring clarity to their most pressing decisions. You’ll be responsible for conducting research that illuminates the market, product, and customer landscape for the entire organization. 

Job Responsibilities: 

CSAT Program Leadership 

• Stand up and help lead a large-scale Customer Satisfaction (CSAT) program, ensuring comprehensive coverage across all customer touchpoints. 
• Develop and implement a robust CSAT measurement framework, including KPIs, dashboards, and performance metrics to drive business decision-making and operational efficiencies. 
• Utilize tools like SAS, SQL, Python, R, or other analytical software to analyze and interpret CSAT data. 
• Apply statistical methods to analyze CSAT data and derive meaningful insights. 
• Understand business goals and objectives to align CSAT strategies and outputs with overall business objectives and expected outcomes. 
• Analyze and synthesize CSAT data to produce predictive insights, supporting business and channel partners to inform business strategies and decision-making. 
• Present CSAT data and insights in a visually appealing and easily understandable format. 
• Identify, evaluate, and acquire relevant data sources and their locations, collaborate with data providers, ensure data quality and security, maintain infrastructure. 

Customer Experience (CX) Insights 

• Foster a deep understanding of customer needs, emotions, and pain points to drive empathetic and customer-centric decision-making while staying updated on emerging trends, technologies, and consumer behaviors. 
• Map and analyze customer journeys across touchpoints to identify pain points, opportunities, and areas for improvement, enhancing the overall customer experience. 
• Design and conduct research studies and surveys to gather insights on customer preferences, behaviors, and satisfaction levels, informing CX strategies and improvements. 
• Leverage voice of customer (VoC) insights, CSAT data, and behavioral analytics to improve service offerings and product innovation. 
• Champion and partner on inner and outer loop processes. 
• Collaborate with UX Research, Design, Product, Marketing, Business Line, and Technology teams to optimize customer experiences, enhance self-service capabilities, and streamline customer journeys. 

Leadership & Collaboration 

• Partner with senior executives and cross-functional teams (Business Line, Marketing, Technology, Product, and Digital) to align data analytics and CX initiatives with business objectives. 
• Act as a thought leader, presenting CSAT insights to executive leadership and influencing key strategic decisions. 
• Develop strategic plans, define goals, identify target segments, collaborate cross-functionally, monitor trends, allocate resources, review, and adjust plans. 
• Identify and address challenges, develop innovative solutions, and drive continuous improvement. 
• Quickly adapt to changing market conditions, technologies, and customer preferences. 

Qualifications & Experience 

• 10+ years of experience in data analytics, customer experience, or a related field, with a proven track record in banking, fintech, or financial services. 
• Master’s degree preferred in Data Analytics, Business, Finance, Economics, or other quantitative field. 
• Deep expertise in data analytics, predictive modeling, and customer experience.
• Proficiency in SQL, Python, SAS, Power BI, Tableau, or similar analytics tools. 
• Experience with CX platforms, Qualtrics experience manager. 
• Strategic mindset with exceptional communication, and stakeholder management skills. 
• Expert ability to plan, execute, and analyze research projects & surveys aimed at understanding and improving the customer experience while also being able to understand and share the feelings, emotions, and needs of customers. 
• Expert/advanced ability to effectively plan, execute, and oversee the selection, evaluation, and ongoing management of vendors and agencies. 

The target hiring compensation range for this role is $88.82 to $98.69 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.