Senior Lead Customer Insights Manager

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Role

The Customer Insights Manager is a key contributor within the Marketing organization, responsible for delivering Lumen's Enterprise Customer Insights Roadmap. Working both independently and with external partners, this role designs and executes complex insights projects from start to finish. Insights from these projects help marketing, product, operations, and sales leaders make customer‑centric decisions that drive growth.

Location

This is a work from home position within the U.S.

The Main Responsibilities

• Plan and conduct live customer interviews, then turn them into clear themes and recommendations

• Conduct deep‑dive data analysis to uncover buying and behavioral patterns, strategic opportunities, risks, and white spaces in existing and emerging product and customer segments

• Design and run survey‑based quantitative studies, covering questionnaire development, sampling, fielding, and statistical analysis

• Lead brand and market insights projects that measures awareness, perception, and competitive positioning across target B2B segments

• Test product concepts, offers, and messaging so that go‑to‑market decisions are grounded in customer evidence

• Generate Lumen Digital product insights, leveraging cross‑channel behavioral analytics, to improve the customer's digital experience

• Apply advanced analytics and predictive modeling to find emerging trends and inform marketing strategy

• Manage insights vendors as needed, from scoping through delivery

• Work with internal counterparts to make sure every project meets data governance and privacy standards

What We Look For in a Candidate

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, Statistics, or a related field

• 5-7 years of experience in B2B Customer Insights

• Experience in the technology / software industry

• Experience analyzing quantitative customer and market data using statistical methods to identify meaningful patterns, trends, and business opportunities

• Strong survey design, programming and distribution skills

• Hands‑on experience planning and conducting live customer interviews

• Proven ability to manage external insights vendors and keep studies on scope, on time, and on budget

• Ability to turn insights project findings into clear, compelling stories for executive audiences

Preferred Experience

• Master's degree in Business Administration, Marketing Analytics, or a related discipline

• Experience in telecom or networking services

• Exposure to predictive modeling and AI/ML methods for data analysis

• Experience with business intelligence and data visualization platforms such as Power BI, and with SQL for joining disparate data sets

• Proficiency with survey platforms such as Qualtrics

• Experience with UX insights platforms such as User Testing

• Proficiency with data visualization

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and…