Senior Consultant, Customer Performance

Senior Consultant, Customer Performance

The Customer Strategy and Enablement team plays a key role in enabling Customer-Centric Growth (CCG) and CTC’s continued evolution toward becoming a more customer-focused organization. The team leads performance measurement, insight development, and customer storylines that assess progress against customer priorities and identify actionable opportunities for improvement.

The Senior Consultant, Customer Performance will deliver insights, performance measurement, and strategic analysis to support customer-focused business decisions. This role partners with cross-functional teams to evaluate customer, loyalty, brand, market, and commercial performance; identify risks and growth opportunities; and translate data into clear, executive-ready recommendations.

What you will do:

Performance Measurement & Customer Storytelling

• Develop and maintain monthly and quarterly customer performance scorecards, dashboards, and KPI reporting for senior leadership forums with a high degree of accuracy and timely delivery.
• Build clear customer performance narratives that synthesize KPI results, customer trends, key drivers, risks, opportunities, and business implications.
• Monitor customer acquisition, retention, engagement, loyalty, and related performance metrics.
• Track progress against strategic objectives and connect customer insights to broader CTC, BU, loyalty, customer experience, and commercial priorities.

Insights & Analytics

• Analyze customer, market, competitive, loyalty, brand, and business performance data to uncover actionable insights.
• Conduct deep-dive analyses to explain performance drivers, root causes, and business outcomes.
• Translate complex findings into concise, executive-level recommendations that support planning and decision-making.
• Monitor competitive benchmarks, industry trends, and emerging measurement approaches to improve insight delivery.

Stakeholder Partnership

• Partner with Decision Support, Analytics, Loyalty, Marketing, Customer Experience, Merchandising, and other business functions.
• Work with cross-functional partners to assess performance movement and translate findings into actionable recommendations.
• Present insights and recommendations to senior leaders and business stakeholders.
• Act as a trusted advisor on customer performance, measurement, and insight interpretation.

Strategic Support & Continuous Improvement

• Support the evolution of customer performance routines, including scorecards, dashboards, templates, timelines, governance processes, and leadership forums.
• Contribute to annual and multi-year customer experience and engagement target-setting through metric definition, baseline analysis, tracking, and strategic alignment.
• Evaluate the effectiveness of marketing, loyalty, and customer experience programs.
• Improve reporting processes, measurement frameworks, analytical methodologies, and insight-sharing formats.
• Leverage approved corporate tools, including Copilot, to improve efficiency, reporting automation, and data accessibility.

What you bring

• University or college degree, or equivalent experience.
• 5+ years of relevant experience in business analytics, customer insights, loyalty data, CX strategy, performance measurement, or a related field.
• Strong analytical and problem-solving skills, with the ability to synthesize large datasets into clear business stories.
• Strong written, verbal, presentation, facilitation, and interpersonal skills.
• Understanding of financial performance, commercial analytics, or business performance measurement is an asset.
• Experience with process development, reporting routines, and timeline management.
• Proficiency in Excel, Power BI, SQL, or other analytical and reporting tools, including application of AI functionalities for relevant work areas.

We’re always looking for great talent! In addition to competitive pay, we offer:

• Comprehensive benefits and retirement programs
• Performance incentives, Continuing Education Programs
• Other perks to support your well-being
• Career growth opportunities and product discounts
  

Broadband Salary Range: $64,000 – $106,000.

Our typical hiring range is between $64,000 and $90,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.

This posting represents an existing vacancy within our organization.

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.