We’re hiring a Director, Customer Insights & Analytics in Columbus, OH

As a key member of the cross-functional team, the Director, Customer Insights & Analytics will act as a strategic business partner, providing insights into how our customers think and feel and identifying opportunities to improve both short and long-term business performance. You will lead the design, execution, analysis of both primary and secondary research to help your business partners understand the customer and identify actionable next steps. You will also synthesize the learnings and make strategic recommendations to help influence prioritization and decision-making across the organization, supporting customer acquisition, retention, and loyalty.

Through a comprehensive understanding of the customer, the brand, and the competitive landscape, you will help identify smarter ways to connect with our customers and improve our marketing effectiveness. Reporting to the VP of Integrated Marketing, you will also be integral in building our Product and Marketing plans, advocating for the customer and providing an omni-channel viewpoint. If you thrive in an environment of continuous improvement where you are responsible for delivering new insights and innovative solutions to customers’ problems to help the business achieve aggressive goals, this is the position for you.


Be the Voice of the Customer

  • Responsible for developing and implementing customer feedback strategies which include design, execution, analysis and reporting
  • Identify and report on Key Performance Indicators for Customer Insights team; recommend improvements to the customer experience to improve KPIs over time
  • Implement and manage a Net Promoter Score (or similar) program to measure business performance against goals
  • Act as an objective and authoritative voice of the customer in company-wide decision making processes

Own and Implement Primary and Secondary Research

  • Work with the cross-functional team to identify and prioritize high impact business questions; develop an overall research strategy and plan to answer prioritized business questions and capitalize on identified opportunities
  • Design, develop and implement primary and secondary research initiatives, including both quantitative and qualitative projects, to deliver consumer and marketplace insights that support both marketing and product initiatives
  • Identify and recommend tradeoffs to execute projects in a cost and time efficient manner using the most appropriate tools, including the qualification and management of vendors

Deliver Actionable Insights and Initiatives

  • Monitor and analyze factors driving key customer and brand metrics; interpret market research data for broader marketing and product teams to assist in decision-making
  • Act as a strategic thought partner to help organization identify and prioritize initiatives for maximum customer and business impact
  • Partner with Marketing Analysts to define and measure marketing effectiveness and incorporate learnings into future initiatives; leverage insights to provide strategic input into integrated marketing plans
  • Develop executive-level presentations to educate and influence leadership and broader organization on customer trends and other strategic customer insights
  • Monitor industry publications and other resources to stay up-to-date on current customer trends within the insurance industry


  • 7-10 years relevant experience in customer research with a strong analytical background
  • Bachelor’s Degree in a quantitative field required, Master’s degree preferred
  • Proven success in translating business needs into research objectives and plans that lead to actionable recommendations
  • Strong knowledge of market research methods and tools, including broad quantitative and qualitative research experience
  • Skilled at marketing research project management, including survey design and implementation, focus group scripts, data analysis, interpretation and report writing
  • Established relationships and familiarity with a range of providers of customer data and research partners, from established to emerging/experimental
  • Proven ability to lead, manage and gain alignment across a matrix organization; ability to partner effectively with multiple functions and manage competing priorities
  • Excellent communication skills, written and verbal; able to present complicated analytical material in a concise and compelling manner
  • Strong people and relationship management skills
  • Proficient in survey and stat software

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now

Current job openings

Customer Service
Data Science

If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at [email protected].