Director, Customer Journey Insights - Remote/Hybrid (Acton, MA or San Diego, CA) at Insulet

Job description

Job Summary Join a mission-driven team dedicated to simplifying life for people with diabetes. We’re seeking a Director, Customer Journey Insights to drive meaningful impact through innovative technology, helping our customers enjoy greater freedom and healthier lives while growing your career in a collaborative, forward-thinking environment.

 Reporting to the Vice President, Global Insights & Analytics, the Director, Customer Journey Insights will be responsible for operationalizing customer journey insights globally, turning research, behavioral data, and voice-of-customer signals into decisions and actions that measurably improve the experience of people using Insulet products. Sitting within the Global Insights & Analytics team, they will own the global customer journey insights framework: the measurement model, the recurring reporting that tracks journey health across awareness, sales, onboarding, training, and continued service, and the governance that keeps a single view of the journey in use across markets. The successful leader will be a passionate, data-driven advocate for customers who is equally comfortable interrogating a dataset and persuading a cross-functional leadership team to act on what it says. They will partner with leaders across Commercial, Marketing, Customer Success, Product, and the regional General Managers to embed journey insights into scalable business processes and supporting technology, and will play a critical role in connecting enterprise insight to enterprise execution. Responsibilities Own the global customer journey insights framework for all Insulet products in development and in market, including the journey measurement model, the data sources behind it, and the standards that keep it consistent across regions. Translate journey insights into prioritized, actionable recommendations for Franchise PMMs, Global Marketing, and regional teams, and follow those recommendations through to implementation in customer-facing solutions such as portals, surveys, and help content. Conduct journey gap and root-cause analyses with DSCX Product Managers, Customer Success, and market teams, identifying where experience is breaking down, quantifying the business impact, and defining what a launch or program change needs to address. Gather, integrate, and consolidate quantitative and qualitative signals from across the organization and across markets (Customer Success, Franchise PMs and PMMs, DSCX PMs, UX, Customer Care, Product Support, field teams and other SMEs) into a single, trusted global view of journey performance. Build and maintain global journey performance reporting and dashboards, including the core metrics, thresholds, and cadence that leadership uses to track experience health and the return on journey investments. Design and run the operating cadence that turns insight into action: recurring journey insight reviews, prioritization forums, and closed-loop tracking that confirms recommended changes were made and had the intended effect. Key Decision Rights Decisions on the global customer journey insights framework — which journeys are measured, which metrics define journey health, and how performance is reported Prioritization of journey insight work and recommendations, including which findings are escalated for enterprise action and which are handled within a market or function Standards for journey data definitions, personas, and segmentation used in global insight and in mock launch planning Education and Experience 12+ yrs experience in customer insights, customer experience analytics, or journey measurement, including defining customer journeys and the business process and technology enablers behind them Deep familiarity with commercial systems (global), the data elements underpinning commercial activity and customer experience, and the research and analytics methods used to measure global customer journeys Experience operating across global markets in a regulated environment,