Sr. Customer Insight Analyst

Job Description

Job Description

Salary: $75,000 - $95,000

Join Our Team at Duncan Solutions, LLC

Duncan Solutions, LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more.

WORK LOCATION

This role is Hybrid role to our Philadelphia office working 2-3 days in office.

Address:701 Market StreetPhiladelphia, PA 19106

Please note:Duncan Solutions, LLC, does not provide visa sponsorship now or in the future. Candidates must be legally authorized to work in the United States without current or future sponsorship requirements.

PAY TRANSPARANCY

This role will offer$75,000 - $95,000 annually,depending on experience, skills, and location.

Employees may also be eligible for performance-based incentives and additional benefits as part of our total rewards package.

POSITION SUMMARY

The Senior Customer Insight Analyst is responsible for developing, managing, and optimizing communications delivered across all customer-facing channels, including direct mail, email, and text/SMS. This role plays a critical part in ensuring the quality, consistency, and compliance of communications across the organizations Parking, Tolling, and Municipal Collections contracts. The ideal candidate brings a strategic mindset to language assessment and template development, paired with a rigorous analytics orientation to measure channel effectiveness and drive continuous improvement across all outreach programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Omni-Channel Strategy & Execution

• 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.

Language Assessment & Template Development

• 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.

Reporting & Analytics

• 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.

Vendor & Project Management

• 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.

What Youll Need to Succeed

• 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.

EDUCATION / EXPERIENCE / SKILLS

• High school diploma or GED required.
• 5+ years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations.

PREFERRED

• 5+ years of experience in collections, financial services, government processing, or a related regulated industry preferred.
• Vendor management experience required; experience managing print, email, or SMS fulfillment partners preferred.
• Working knowledge of consumer communication regulations (TCPA, FDCPA) as applicable to collections outreach preferred.

Physical Demands and Working Conditions

• This role is primarily computer-based and may be performed in an office or remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WHAT WE OFFER

Duncan Solutions, LLC,offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following which include:

Medical, Dental, & Vision Insurance

• 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)

Duncan Solutions, LLC is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.

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