Senior Channel Analyst

Join Our Team at Duncan Solutions , LLC

Duncan Solutions , LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more.
WORK LOCATION

This is a remote position with eligibility in the following states: AZ, CA, CO, CT, DE, FL, GA, IL, IN, IA, KS, LA, MD, MA, MI, MO, MN, NJ, NY, NC, OH, PA, SC, TN, TX, VA, WA, WI, WV, VT, D.C. Candidates must reside in one of the following locations for consideration.

Please note: Duncan Solutions , LLC, does not provide visa sponsorship now or in the future. Candidates must be legally authorized to work in the United States without current or future sponsorship requirements.
PAY TRANSPARANCY

This role will offer $75,000 - $95,000 annually, depending on experience, skills, and location.

Employees may also be eligible for performance-based incentives and additional benefits as part of our total rewards package.
WORKING HOURS
Monday-Friday 8:00 AM – 5:00 PM
POSITION SUMMARY

The Senior Channel Analyst is responsible for developing, managing, and optimizing communications delivered across all customer-facing channels, including direct mail, email, and text/SMS. This role plays a critical part in ensuring the quality, consistency, and compliance of communications across the organization’s Parking, Tolling, and Municipal Collections contracts. The ideal candidate brings a strategic mindset to language assessment and template development, paired with a rigorous analytics orientation to measure channel effectiveness and drive continuous improvement across all outreach programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Omni-Channel Strategy & Execution

- 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.

Language Assessment & Template Development

- 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.

Reporting & Analytics

- 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 recomme