[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.ResponsibilitiesDesign, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirementsDevelop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client typesCollaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirementsIdentify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performanceEnsure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary complianceAssess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channelsDevelop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory complianceRecommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagementPartner with legal, compliance, and operations teams to review and approve new or revised template languageLead A/B and test-and-control content experiments to validate messaging effectiveness and inform template iterationBuild and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metricsConduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize resultsDeliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendationsMonitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programsAnalyze cost-per-contact and ROI across channels to support budget planning and vendor negotiationsCoordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materialsMaintain strong vendor relationships and ensure all contractual obligations are metLead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction requiredIdentify opportunities to reduce expenses and explore new delivery methods to enhance efficiency and effectivenessSkillsDemonstrated experience managing communications across at least two of the following channels: direct mail, email, and text/SMSProven experience in template development, content governance, or communications quality managementStrong background in reporting and analytics, with experience building dashboards and synthesizing data into actionable insightsExperience supporting Parking, Tolling, or Municipal Collections programs is a strong plusProficiency in omni-channel communications platforms and tools, including SendGrid and Amazon SES (email), Twilio and Amazon SNS (SMS), as well as direct mail management systemsStrong analytical skills with experience in Excel, SQL, Databricks, or similar toolsExceptional written communication skills with a keen eye for language, tone, and compliance-sensitive messagingHighly organized with strong attention to detail and the ability to manage multiple projects and deadlines simultaneouslyAbility to assess and interpret campaign data to inform strategic decisions and communicate findings to non-technical audiencesHigh school diploma or GED required5+ years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations5+ years of experience in collections, financial services, government processing, or a related regulated industry preferredVendor management experience required; experience managing print, email, or SMS fulfillment partners preferredWorking knowledge of consumer communication regulations (TCPA, FDCPA) as applicable to collections outreach preferredBenefitsMedical, Dental, & Vision InsuranceHealthcare & Dependent Flexible Spending Accounts (FSA)Health Savings Account (HSA) with Employer ContributionCompany Paid Life and AD&D InsuranceCompany Paid Short- & Long-Term DisabilityEmployee Assistance Program (EAP)401(k) with Employer Match (Traditional/Roth/Safe Harbor)10 Company HolidaysPTO AccrualSick Time AccrualParental LeaveJury DutyMilitary LeaveBereavementLife and AD&D Insurance for Employees/Spouse/Child(ren)Critical IllnessAccident InsuranceDependent Care Flexible Spending Account (DCFSA)Performance-based incentivesCompany OverviewDuncan Solutions is a full-service parking management company and a leading provider of parking management products and services to It was founded in 1936, and is headquartered in Milwaukee, North Carolina, USA, with a workforce of 201-500 employees. Its website is http://www.duncansolutions.com.