Job Type: Interim (W-2)
Location: Washington, DC

McKinley’s large nonprofit client in DC is looking for a long-term, contract Customer Insights Manager to help uncover and analyze members, as well as other targeted consumers’ pain points and ultimately improve the organization’s consumer experience. The Customer Insights Manager will accomplish this by building models and analyzing unstructured data collected from multiple feedback sources then translating them into actionable insights that drive consumer experience improvements and help build satisfaction and loyalty.


  • Work with business unit relationship manager and stakeholders to develop a data modeling strategy – creating the architecture of how data is categorized for the purposes of reporting and ‘listening’ to the voice of their consumers
  • Utilize Clarabridge text analytics platform to conduct text, sentiment, and root cause analyses to answer business questions and produce data-driven stories that reveal key insights into consumer experience
  • Ensure the integrity and accuracy of data in the tool through regular sentiment tuning, categorization audits and model maintenance
  • Build and maintain categorization models
  • Perform basic and advanced sentiment tuning
  • Conduct categorization and sentiment audit analysis, as well as data analysis and interpretation
  • Develop insights reports and dashboards
  • Incorporate advanced analytics into customer insights and properly package business insights and findings for consumption (communicating insights verbally and visually)
  • Clearly and succinctly communicate the findings and insights with proper verification and validation techniques
  • Use best practices around categorization, sentiment and insights principles
  • Identify early warning signals and opportunistic approaches from insights gathered
  • Use text analytics for troubleshooting and issue resolution


  • Bachelor's degree in Statistics, Analytics, Economics, Data Science or related discipline
  • 2+ years of relevant work experience, in a business consultant role preferred
  • 2+ years of analytic experience; experience with predictive modeling
  • 2+ years of experience with Business Intelligence and/or Data Mining Tools (MicroStrategy, Cognos, SAS, SPSS, Rapidminer, etc.)
  • Excellent problem-solving skills and ability to navigate challenging situations
  • Ability to work with vague concepts and be able to break down into tangible work, action items, and next steps
  • Ability to identify and tell a story using data
  • Strong written, analytical, and verbal communication skills
  • Advanced proficiency with MS Excel and PowerPoint
  • Preferred experience with Clarabridge, Sprinklr, MaritzCX, Medallia, or similar text analytics/NLP software

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