Senior Customer Insight Analyst

Duncan Solutions

Senior Customer Insight Analyst managing communications across channels for parking and tolling management solutions. Collaborating with teams to enhance customer engagement and ensure compliance.

Posted 6/27/2026full-timePhiladelphia • Pennsylvania • 🇺🇸 United StatesSenior💰 $75,000 - $95,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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)
Paid Time Off
10 Company Holidays
PTO Accrual
Sick Time Accrual
Parental Leave
Jury Duty
Military Leave
Bereavement
Other Voluntary Benefits

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

template developmentcontent governancecommunications quality managementreporting and analyticsdashboard buildingdata synthesiscampaign data analysisA/B testingcost-per-contact analysisROI analysis

Soft Skills

written communicationattention to detailorganizational skillsproject managementanalytical skillsstrategic decision-makingvendor relationship managementcollaborationproblem-solvingtime management