Senior Manager, Enterprise Insights - Client Experience

In this role, you will vividly bring to life deep client understanding and insight that inspires big ideas, profitable brand growth, and exceptional client experiences. Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies grounded in deep client understanding. This is an opportunity to join an exciting and established company while building out an entirely new insight capability and function. This role is ideal for someone wired to advocate for the client, champion satisfaction at every touchpoint, and thrive in a fast-paced and evolving environment . What You’ll Do: • Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies that are grounded in deep client understanding and a commitment to superior client experience. • Be the go-to source for client ad-hoc analysis and research for the Client Insights team. Serve as an advocate for the client in internal meetings and a driver of client insight-led actions across the enterprise. • Deliver reports, insights, and implications to assigned business partners to inform decisions that measurably improve the client experience and drive client satisfaction. • Own and manage the Net Promoter Score (NPS) program, including survey design, results analysis, trend monitoring, and the communication of actionable findings to business stakeholders. • Design, implement, and maintain Trigger Based Tracking programs that capture client sentiment and feedback at key moments throughout the client lifecycle, enabling timely and targeted experience improvements. • Support the development, maintenance, and continuous enhancement of client experience dashboards that provide real-time visibility into satisfaction metrics, NPS trends, and experience performance indicators across business lines. • Lead client experience benchmarking initiatives, identifying relevant industry and competitive benchmarks to contextualize internal performance and surface opportunities for differentiation. • Partner closely with the Enterprise Experience team to align client insight priorities, share findings, and ensure research efforts directly support enterprise-wide client experience strategies and initiatives. • Manage research and insight projects using JIRA, maintaining organized project tracking, clear timelines, and transparent progress reporting across cross-functional stakeholders. • Perform data analysis and interpretation, using statistical techniques (frequency distributions, descriptive statistics, T-tests, cross-tabs, correlations, text analytics) to reveal new findings and insights for marketing and other business partners. • Determine requisite data elements and work with technical resources to design integrated internal and syndicated datasets that support required analysis, including client experience and satisfaction measurement. • Identify opportunities to enhance the team's analytical capabilities by evaluating current processes, new trends, and emerging research approaches, with a particular focus on client experience methodologies. • Proactively share relevant client insights with internal teams to foster a culture of client-centricity. • Interpret and synthesize multi-source data — including NPS, trigger-based, and behavioral data — into insights that lead to actionable strategies and plans that improve client satisfaction and loyalty .

To The Role • Minimum of 5 years' experience in research and data analysis, application of statistical research techniques, with demonstrated focus on client or customer experience measurement. B2C category experience strongly preferred. • Proven experience managing NPS programs, Trigger Based Tracking, and/or Voice of the Customer ( VoC ) platforms. • Experience supporting or building client experience dashboards and conducting client experience