Director of Insights (Customer Strategy & Experience)

Summary The Director of Insights is the enterprise lead for converting customer, operational, and market data into clear, actionable intelligence that improves decisions and outcomes across Centinel. This role builds and runs an insight engine that sits at the intersection of strategy, customer experience, operations, development, and business growth—ensuring the organization operates with evidence and data.

This leader is responsible for the end-to-end insights lifecycle: insight strategy, voice-of-the-customer (VoC), research design, analytics and interpretation, insight storytelling, and guiding the operationalization of findings into CX Initiatives and action planning to achieve measurable improvements. The Director of Insights is a trusted advisor to senior leaders, known for intellectual rigor, clarity, and the ability to influence decisions through well-framed data narratives.

The annual salary range is $154,000 to $200,000 Responsibilities & Duties The following statements summarize the general nature and level of work performed by employees in this role. It is not an exhaustive list. Enterprise Insights Strategy & Governance In conjunction with the CX VP, establish the enterprise insights strategy and annual roadmap aligned to business goals (CX performance, operational excellence, development priorities, financial outcomes, and growth strategy).

Define and manage standards for research integrity, data quality, and insight governance (methodology, sampling, bias mitigation, privacy considerations, documentation). Create consistent insight “ways of working” across functions (CX, Operations, Development, Marketing/Comms, Business Development, Property/Community leadership).

Prioritize insight work based on decision value, risk, urgency, and strategic importance; maintain a transparent intake and prioritization process. Voice of Customer/Resident Program Ownership Own and continuously improve resident feedback ecosystems (surveys, pulse checks, lifecycle feedback, complaint themes, service recovery inputs, digital feedback, focus groups).

Ensure survey and feedback programs are methodologically sound, efficient, and designed to drive action—not simply collect data. Integrate VoC findings into business rhythms (operating reviews, strategic planning, project stage gates, investment decisions, CX governance). Translate feedback into clear experience priorities (pain points, drivers, moments that matter, root causes, segment differences, emerging risks).

Research Design & Execution (Quant + Qual) Lead primary research from concept to delivery: research questions, approach, instrument design, fielding, analysis, synthesis, and recommendations. Conduct qualitative work (interviews, field observations, journey walk-throughs, focus groups) to uncover root causes, unmet needs, and real-world context.

Run quantitative analysis (segmentation, driver analysis, trend analysis, satisfaction/loyalty modeling) to identify what moves outcomes and where to invest. Use mixed-methods to validate hypotheses/theories and ensure findings are both statistically credible and human-centered. Analytics, Synthesis & Insight Storytelling Convert complex data into simple, decision-ready narratives (what’s happening, why it matters, what to do next, expected impact, and how to measure success).

Deliver executive-ready deliverables: dashboards, scorecards, insight briefs, decision memos, and presentation storytelling for senior leadership. Provide forward-looking (predictive) insights (leading indicators, early warning signals, predictive themes) to proactively manage resident sentiment and business risk. Maintain “single source of truth” reporting for key experience and sentiment measures, ensuring consistency across teams and leadership reporting.

Operationalizing Insights into Action Partner with leaders to translate insights into tangible changes: policy/process improvements, training needs, communication adjustments, service design, and program enhancements. Support initiative design with resident-centered insight inputs (scope decisions, trade-offs, rollout plans, resident communications, measurement plans).

Drive adoption and accountability: ensure insight recommendations are converted into milestones and measurable outcomes. Track outcomes post-implementation to confirm whether changes delivered intended business and resident impact; recommend course corrections. Cross-Functional Partnership & Influence Serve as a strategic partner across: Operations: reduce friction, improve service delivery, standardize best practices, strengthen site-level execution.

Development/Capital: incorporate resident and stakeholder insights into design and reinvestment priorities. CX/Resident Experience: identify key drivers, improve satisfaction/loyalty, strengthen service recovery and communications. Business Development/Growth: support project viability, competitive positioning, value propositions, proof points, and differentiators backed by evidence.

Facilitate workshops and decision sessions that align stakeholders around facts, trade-offs, and recommended actions. Team & Capability Building (as applicable) Build scalable insight capability (tools, templates, playbooks, training) that raises data literacy and decision quality across the enterprise. Mentor CX team on the development and use of analytics and insights and set high standards for data and insights accuracy, clarity, and business relevance.

Manage external research partners and vendors as needed (contracts, scopes, quality control, budget, and deliverable acceptance). Background and Requirements 8+ years of experience in insights, research, analytics, VoC, strategy, or related functions (multi-site/service environments preferred). Demonstrated ability to design and execute research programs (quantitative and qualitative) that influence senior decisions.

Strong analytical capability with proven skill synthesizing data into clear business recommendations. Experience partnering across functions and influencing without direct authority. Exceptional communication skills, executive storytelling, crisp writing, and strong facilitation skills.

Preferred Qualifications

Prefer experience in real estate, housing, property management, hospitality, or similarly complex service ecosystems. Familiarity with experience measurement frameworks and driver analytics (OSAT/NPS/EoDB; journey-based measurement) is a plus. Experience building insight operating models, governance, and scalable toolkits is helpful.

Experience supporting growth/value proposition work through evidence-based proof points is preferred. Centinel is an equal opportunity employer committed to creating outstanding, caring communities where our employees work and thrive. We believe a strong community is the foundation for people to flourish. As such, we comply with all federal, state, and local laws, including the Equal Employment Opportunity (EEO) Act and Americans with Disabilities (ADA) Act.

Reasonable accommodations will be provided for qualified individuals with disabilities. For more information, please contact Centinel. [email protected].