**Director of Customer Intelligence – Transforming Customer Insights into Strategic Business Outcomes at blithequark**

Are you a strategic leader with a passion for turning customer data into actionable insights that drive business growth and customer satisfaction? Do you have a proven track record of synthesizing complex data into clear, compelling narratives that influence cross-functional stakeholders? If so, we invite you to join blithequark as our Director of Customer Intelligence, where you will play a key role in shaping the future of our customer experience and driving business success. **About blithequark** At blithequark, we are committed to keeping our customers and associates connected to what matters most. Our family of brands is dedicated to delivering exceptional customer experiences, fostering a culture of innovation and collaboration, and providing a supportive and inclusive work environment. We believe that our individual and unique talents, backgrounds, and perspectives are the key to our success, and we strive to create a workplace where everyone feels valued, respected, and empowered to make a difference. **Job Summary** As the Director of Customer Intelligence, you will be responsible for developing and maintaining a comprehensive understanding of our customers' behavior, sentiment, and journey performance across all channels and touchpoints. You will lead the customer intelligence strategy, translate insights into action, and partner with cross-functional teams to drive innovation, optimize digital platforms, and shape the end-to-end customer experience. Your expertise will help us make data-driven decisions, improve customer satisfaction, and drive business growth. **Key Responsibilities** * Lead the customer intelligence strategy by developing and maintaining a holistic view of customer behavior, sentiment, and journey performance across all channels and touchpoints. * Translate insights into action by partnering with CX, Product, Marketing, and Operations teams to identify pain points, improve journeys, and prioritize initiatives with measurable impact. * Engage in the design and evolution of customer dashboards, KPIs, and journey analytics frameworks that track satisfaction, resolution rates, digital adoption, churn risk, and other key metrics. * Leverage platform data (CXOne, Zendesk, ServiceNow, etc.) to drive recommendations for system optimization, automation, and user experience enhancements. * Own the voice-of-customer (VoC) program, integrating surveys, feedback loops, call data, and sentiment analysis to surface trends and inform decision-making. * Partner with senior leaders to deliver strategic insights that guide innovation, competitive positioning, and long-range planning. * Inform and evaluate the innovation pipeline, using data to assess ideas, identify market opportunities, and define success measures for pilots and scale-ups. * Foster a culture of customer-led thinking by embedding intelligence into daily operations and long-term strategies. **Qualifications** * 8+ years of experience in customer experience, analytics, digital transformation, or strategic insights, ideally within telecom or a service-oriented industry. * Proven ability to synthesize complex data into clear, compelling narratives that influence cross-functional stakeholders. * Strong working knowledge of customer platforms and data ecosystems (e.g., CXOne, Zendesk, ServiceNow, Qualtrics). * Experience designing VoC programs, journey analytics, and performance dashboards. * Strong communication, executive presentation, and strategic planning skills. * Background in agile program delivery, customer journey mapping, or human-centered design is a plus. **Leadership Competencies** * Analytical storyteller: Combines data fluency with business acumen to drive action. * Customer advocate: Uses insight to elevate the voice of the customer in every strategic conversation. * Collaborative leader: Builds strong partnerships across departments and levels. * Strategic thinker: Sees around corners and anticipates evolving customer needs. * Change agent: Balances near-term wins with long-term transformation goals. **Success Metrics** * Measurable improvements in digital experience KPIs (e.g., self-service adoption, app engagement, NPS, conversion). * Uptake of intelligence-informed enhancements in product, marketing, and CX strategies. * Reduction in customer pain points and operational inefficiencies via digital insight application. * Improved speed to insight and impact from analytics deliverables. * Strengthened organizational decision-making through integrated customer and digital intelligence. * Increased CX scores (e.g., NPS, CSAT) tied to insights-driven improvements. * Utilization of customer insights across business units. * Time to insights and responsiveness to customer trends. * Stakeholder satisfaction with insights team deliverables. * Uplift in customer lifetime value or retention due to intelligence-led initiatives. **Core Competencies** * Committed: Values each and every customer, while working hard to keep their business and support our communities. * Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. * Proactive: Understands what our customers need, and actively works to make their relationship with us seamless, easy, and rewarding. * Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations. **Benefits** At blithequark, we appreciate the role our associates play in helping the company grow, and in return, we offer an excellent benefits package to recognize their contributions. Our benefits include: * Medical, dental, and vision plans – start when you start! * Life insurance (self, spouse, children) * Paid time off (vacation, holiday, and personal/sick days) * 401(k) - 100% company match on day 1 of employment (up to 5% of eligible compensation) * Group Legal plan with Identity Theft Protection **Additional Perks** We also offer: * Tuition reimbursement (up to $5,250 on 1st year) * Annual community support to various organizations across the U.S. * Associate recognition & awards programs * Advancement opportunities * Collaborative work environment **Why Join blithequark?** We are an award-winning organization, recognized as one of Forbes' "America's Best Midsized Employers" in 2021-2023. We believe in the power of diversity and inclusion, and we strive to create a workplace where everyone feels valued, respected, and empowered to make a difference. Join us, and you'll be part of a team that is passionate about delivering exceptional customer experiences and driving business success. **Equal Opportunity Employer** blithequark is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. **Pre-hire Processes** Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career. If you're a strategic leader with a passion for customer intelligence and a proven track record of driving business growth, we invite you to apply for this exciting opportunity to join blithequark as our Director of Customer Intelligence. Apply for this job