Director, Insights Intelligence (Post Sale, Customer Care)

Job description

The Insights Intelligence Director is responsible for providing insights that will ensure that the optimal post sale experience is provided to all our customers. This role brings together signals across CSAT, NPS, sentiment, and Voice of the Customer & Recipient, ensuring data is accurate, consistent, and actionable. This leader would work closely with the company’s leadership team to drive change in a meaningful way. This role goes beyond reporting, requiring strong judgment, the ability to identify patterns, and a focus on connecting customer signals to business outcomes. - This leader sets direction for a multi-layered insights team and drives accountability for how measurement is defined and applied across the organization. They ensure alignment across teams and deliver analysis that enables decisions and drives impact, including beyond direct reporting lines. - The role requires balancing speed with accuracy while working across multiple data sources and platforms. - Success is defined by turning data into action. This includes improving the clarity and usefulness of reporting, strengthening trust in measurement, and enabling faster, more informed decisions. The Director also...