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.
Responsibilities
- 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
Skills
- 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
- High school diploma or GED required
- 5+ years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations
- 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
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)
- 10 Company Holidays
- PTO Accrual
- Sick Time Accrual
- Parental Leave
- Jury Duty
- Military Leave
- Bereavement
- Life and AD&D Insurance for Employees/Spouse/Child(ren)
- Critical Illness
- Accident Insurance
- Dependent Care Flexible Spending Account (DCFSA)
- Performance-based incentives
Company Overview
Duncan 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.