At 1-800-FLOWERS.COM, Inc., we’re looking for a strategic and data-driven leader to transform how we understand and improve the post-sale customer experience. This role is critical in shaping how we capture, connect, and act on customer insights across the entire journey—from order confirmation through delivery and customer support.
As the Director of Insights Intelligence, you will serve as the central point of truth for post-sale insights, translating customer signals into clear, actionable strategies that drive measurable business impact.
What You’ll Do
- Turn customer data (CSAT, NPS, Voice of Customer, sentiment) into actionable insights that drive business decisions
- Identify root causes of customer friction and partner cross-functionally to implement solutions
- Unify data across platforms to create a single source of truth for post-sale performance
- Analyze the full customer journey (fulfillment, delivery, support) to uncover trends and opportunities
- Partner with Digital, Product, IT, and Operations to drive insight-led improvements
- Deliver clear, executive-level storytelling that influences senior leadership decisions
- Improve the speed, accuracy, and impact of insights across the organization
- Establish best practices for analytics, reporting, and insight generation
- Lead and develop a high-performing insights team, driving accountability and results
What We’re Looking For
- 8+ years of experience in customer insights, analytics, or customer experience
- Proven ability to translate complex data into clear, actionable business strategies
- Experience working with customer data (CSAT, NPS, VoC, sentiment)
- Strong cross-functional leadership and stakeholder influence skills
- Experience working across multiple data platforms (e.g., Snowflake, Power BI, Qualtrics, or similar)
- Ability to identify patterns, uncover root causes, and drive measurable improvements
- Strong executive communication and storytelling skills
- Experience leading and developing teams
Why This Role Matters
This is a highly visible, strategic role with the opportunity to influence senior leadership and shape the future of the customer experience. You’ll play a key role in connecting customer insights to business outcomes and driving meaningful change across the organization.
Location
Jericho, NY (Hybrid – 4 days onsite, 1 day remote)
The expected salary range for this position is $155,000 to $165,000 annually. Actual compensation will be determined based on experience, skills, internal equity, and other factors permitted by law.
To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.
Benefits may include*:
- Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- 401(k) retirement savings program
- Mental health resources and Employee Assistance Program (EAP)
- Paid vacation time (accrued based on hours worked and tenure)
- Paid company holidays
- Employee discount across our family of brands
- Potential eligibility for annual merit-based compensation increases, where applicable
*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.
