[Remote] Senior Customer Insight Analyst

Note: The job is a remote job and is open to candidates in USA. Duncan Solutions, LLC is a leading provider of parking and tolling management solutions. They are seeking a Senior Customer Insight Analyst to develop and optimize customer communications across various channels, ensuring compliance and enhancing engagement through strategic analysis and template management.

Responsibilities

• Design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirements
• Develop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client types
• Collaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirements
• Identify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performance
• Ensure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary compliance
• Assess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channels
• Develop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory compliance
• Recommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagement
• Partner with legal, compliance, and operations teams to review and approve new or revised template language
• Lead A/B and test-and-control content experiments to validate messaging effectiveness and inform template iteration
• Build and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metrics
• Conduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize results
• Deliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendations
• Monitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programs
• Analyze cost-per-contact and ROI across channels to support budget planning and vendor negotiations
• Coordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materials
• Maintain strong vendor relationships and ensure all contractual obligations are met
• Lead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction required
• Identify opportunities to reduce expenses and explore new delivery methods to enhance efficiency and effectiveness

Skills

• Demonstrated experience managing communications across at least two of the following channels: direct mail, email, and text/SMS
• Proven experience in template development, content governance, or communications quality management
• Strong background in reporting and analytics, with experience building dashboards and synthesizing data into actionable insights
• Experience supporting Parking, Tolling, or Municipal Collections programs is a strong plus
• Proficiency in omni-channel communications platforms and tools, including SendGrid and Amazon SES (email), Twilio and Amazon SNS (SMS), as well as direct mail management systems
• Strong analytical skills with experience in Excel, SQL, Databricks, or similar tools
• Exceptional written communication skills with a keen eye for language, tone, and compliance-sensitive messaging
• Highly organized with strong attention to detail and the ability to manage multiple projects and deadlines simultaneously
• Ability to assess and interpret campaign data to inform strategic decisions and communicate findings to non-technical audiences
• High school diploma or GED required
• 5+ years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations
• 5+ years of experience in collections, financial services, government processing, or a related regulated industry preferred
• Vendor management experience required; experience managing print, email, or SMS fulfillment partners preferred
• Working knowledge of consumer communication regulations (TCPA, FDCPA) as applicable to collections outreach preferred

Benefits

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
• 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Military Leave
• Bereavement
• Life and AD&D Insurance for Employees/Spouse/Child(ren)
• Critical Illness
• Accident Insurance
• Dependent Care Flexible Spending Account (DCFSA)
• Performance-based incentives

Company Overview