Job Description

Company Overview:
Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, and Asia. :
WHAT YOU WILL BE DOING

• Develop and execute a cohesive structured customer listening strategy, starting with Net Promoter Score (NPS) and pulling in other data sources as necessary
• Build on customer insight and market trends data to leverage analytics-based learning to increase brand salience
• In close collaboration with Lennox Information Technology (IT) team carryout proof of concepts and implement tools (AI/ML relevant) to understand customer sentiment through direct and indirect sources such as: blogs, social media, and the community portal
• Leverage existing tools and develop new tools as required to report KPIs and metrics; execute against quarterly and annual operational plans
• Develop a growth analytics team to draw on relevant marketing strategies to increase revenue
• Ensure insights feed back into the business units to build customer loyalty and sales
• Gather insights on overall market, brand, etc. and provide input to business units
• Execute market and competitive analysis and research activities to provide insights and recommendations on customer experience
• Manage external agencies for the execution of research projects
• Convey analysis and recommendations via presentations and written reports to proactively identify business opportunities and gain internal support to act on these opportunities
• Support corporate development on M&A activities with insights to markets

#LI-Onsite #LI-MH2 Qualifications:
WHAT WE ARE LOOKING FOR

• Bachelor\'s degree with at least 10 years of experience in the field, including 5+ years managing high-performing teams
• Creative mindset and willingness to work in a fast-evolving technology environment
• Strong understanding of customer insights management, customer awareness, and market trends
• Experience with remote staff management
• University degree in marketing, business, statistics, computer science or similar disciplines is preferred
• Ability to handle interpersonal relationships judiciously, professionally, and empathetically
• Passion for an excellent customer experience and research-driven decision making

WHAT WE OFFER


At Lennox, we realize that our greatest assets are our employees. This is why we are committed to providing limitless opportunities for growth and development of all our employees, largely promoting from within the organization. Our Director, Customer Insights position is ideal for anyone looking for a diverse working environment with long term growth possibilities.


BENEFITS

• Competitive base salary
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Outstanding 401k with company matching
• Employee stock purchase program
• Community involvement opportunities
• Robust employee assistance program
• And much, much more!

WE VALUE DIVERSITY


Here at Lennox, we believe that diversity and inclusion is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Our goal is to build workplaces that reflect the communities where we live and work, support the growth and development of each team member as they strive to reach their full potential, and empower them to be their authentic selves. Lennox is an equal opportunity employer.