Senior Manager, Customer Insight

Senior Manager of Customer Insights

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. The Senior Manager of Customer Insights is the primary architect of the organization’s end-to-end analytical strategy regarding customer feedback. This leadership role oversees both Customer Experience (CX) Analytics and Market Research to keep the customer’s voice at the core of every strategic decision.

• Scalable VOC Framework:
  Design and lead an enterprise-wide Voice of the Customer (VOC) framework across all digital and physical touchpoints.
• Closed‑Loop Accountability:
  Establish closed‑loop tracking mechanisms to ensure customer insights translate into documented operational and financial ROI.
• Predictive Driver Modeling:
  Build predictive models linking NPS, CSAT, and CVC to tangible financial outcomes, such as renewal rates, churn prevention, and expansion revenue.
• Competitive & Market Intelligence:
  Architect robust primary research and brand tracking programs to monitor market position and competitor behavior.
• Trend Analysis:
  Identify and analyze complex datasets to provide feedback to the CDO organization on enterprise‑level data requirements.
• Organizational Partnership:
  Cultivate strategic partnerships with CX Forum, Sales, Marketing, and Service delivery teams to guide decision‑making based on customer signals.
• Journey Mapping:
  Collaborate with the CX office to map cross‑channel customer journeys (web, mobile, service, offline) and identify critical friction points and moments of truth.
• Collaborative Optimization:
  Design A/B tests and quasi‑experiments to improve the end‑to‑end customer experience and commercial performance.
• Executive CX Scorecards:
  Deliver high‑impact narratives and performance scorecards, quantifying root causes of customer pain points to guide leadership decision‑making.

• Education:
  
  Master’s degree in Statistics, Behavioral Economics, Data Science or an MBA with a focus on Customer Insights is preferred.
• Experience:
  
  7 or more years of relevant insights‑driven leadership experience.
• Specific Industry: 5+ years in a DTC or B2B subscription business model with a deep understanding of recurring revenue and the subscriber lifecycle.

• Platform Expertise:
  Expert‑level proficiency in Qualtrics, Medallia, or Cresta.
• Data & Analytics:
  Strong SQL and Python/R skills for integrating unstructured survey data with structured behavioral datasets.
• Advanced Statistics:
  Deep understanding of causal inference, text analytics (NLP) for survey sentiment, and key driver analysis (KDA).
• Research & Visualization:
  Proficiency in research methods and journey mapping tools such as Lucidchart or Figma.

This company is a Drug‑Free workplace. Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.