Senior Customer Insight Analyst

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $75k - $95k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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Duncan Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1936

🏛️ Government

☁️ SaaS

💸 Finance

💰 Private equity on 2018-10

Government • SaaS • Finance

Duncan Solutions is a provider of software and services for local governments and public sector agencies, specializing in property tax administration, utility and tax billing, revenue collection, and citizen-facing payment solutions. The company offers on-premise and cloud/SaaS products that help municipalities, counties, and other government entities manage tax assessment, billing, collections, licensing, and reporting workflows.

📋 Description

• 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. • 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.

🎯 Requirements

• 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

• 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 • Life and AD&D Insurance for Employees/Spouse/Child(ren) • Critical Illness • Accident Insurance • Dependent Care Flexible Spending Account (DCFSA)