Consumer Insights Specialist

Overview

Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future. Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are.

Join the Smart Home team to create smarter, safer and more sustainable homes.

The Role:

We’re hiring a strategic and highly analytical Consumer Insights Specialist to lead the development, synthesis, and activation of customer, channel, and market insights across the business. This role goes beyond traditional research—focusing on how insights directly inform channel targeting, journey optimization, and upsell strategy across the customer lifecycle. You’ll bring the voice of the customer into decision-making by identifying who to target, when to engage them, through which channel, and with what message.

Partnering closely with Marketing, eCommerce, Lifecycle, Product, and Analytics teams, you’ll help translate insights into measurable improvements across engagement, conversion, attach rate, and customer lifetime value. If you’re passionate about turning insights into action and shaping smarter, more personalized customer journeys, this role is for you.

• Lead Consumer, Channel & Market Insight Strategy - Define and execute research and analysis that informs customer targeting, channel strategy, and lifecycle optimization.
• Enable smarter channel targeting - Develop insights that guide which customer segments should receive specific offers, messages, and experiences across email, SMS, app, web, and care channels.
• Inform Journey & Upsell Strategy - Partner with lifecycle marketing, eCommerce, and product teams to optimize customer journeys, cross-sell, and upsell opportunities based on behavior, eligibility, and lifecycle stage.
• Design & Oversee Research Methodology - Identify the appropriate qualitative and quantitative approaches to answer channel, journey, and performance questions; oversee data collection, analysis, and synthesis.
• Translate Insights into Actionable Recommendations - Deliver clear, prioritized recommendations that influence campaign strategy, journey design, and offer placement.
• Develop Performance Readouts & Reporting - Create recurring insight readouts that connect customer behavior, channel performance, and journey outcomes to business results.
• Synthesize Multi-Source Data - Combine research, campaign performance, web/app analytics, and customer data to create a holistic view of the customer journey.
• Partner Cross-Functionally - Work closely with Customer Marketing, eCommerce, Product/GTM, Analytics, and Customer Experience teams to embed insights into planning and execution.
• Drive Optimization & Testing Strategy - Inform A/B testing and optimization roadmaps by identifying hypotheses tied to customer behavior and journey friction.
• Influence Strategic Decisions - Build alignment and momentum by clearly communicating insights, tradeoffs, and expected impact to stakeholders and leadership.
• Monitor Consumer & Channel Trends - Stay ahead of shifts in customer behavior, channel effectiveness, and competitive approaches to continuously evolve strategy.

• Advanced qualitative and quantitative research expertise, with the ability to connect insights to channel and lifecycle performance.
• Strong storytelling and executive communication skills—able to translate complex data into clear, compelling narratives.
• Experience with market research platforms (Qualtrics, Survey Monkey, Nielsen, Kantar).
• Proficiency in data visualization and business intelligence tools (Tableau, Power BI).
• Strong understanding of channel targeting, customer journeys, segmentation, and personalization strategies.
• Familiarity with digital and lifecycle analytics (email/SMS performance, web/app analytics, funnel analysis).
• Ability to develop performance readouts that clearly link insights to KPIs such as conversion, attach rate, retention, and CLV.
• Strategic…