Customer Experience Analytics Manager
Customer Experience Analytics Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Job Summary
The Customer Experience Analytics Manager is key in shaping the organizations customer centric strategies through datadriven insights and analytics. Reporting to the Director of Client Services is responsible for developing and implementing analytics frameworks that provide a comprehensive view of our customers interactions preferences and pain points. Works closely with senior leadership to translate data findings into actionable strategies that drive customer satisfaction loyalty and business growth. Leads and mentor analysts fostering a culture of curiosity innovation and continuous learning meanwhile maintaining strong relationships with crossfunctional teams.
Responsibilities
Key Accountabilities
- Create and maintain dashboards and reports to track key metrics and KPis
- Develop and implement comprehensive analytics strategies to evaluate and improve customer experience across all touchpoints
- Translate complex data findings into actionable recommendations for senior leadership
- Oversee the implementation and optimization of internal and external customer feedback systems and surveys
- Perform root cause analyses on customer issues recommending datadriven solutions
- Lead mentor and develop data analysts fostering a culture of continuous learning and innovation
- Partner with other departments to integrate and align analytics efforts
- Regularly evaluate the effectiveness of analytics methodologies and tools
Networking/ Key relationships
- Other Client Services Teams
- North America Commercial Operations
- Marketing
- Finance
- Logistics
- HR
- IT
Qualifications
Minimum Knowledge & Experience required for the position:
- Education: Bachelors degree in Analytics Statistics Computer Science or related field; Masters degree preferred
- Experience:
- Minimum 5 years related experience in analytics with a focus on customer experience or related field
- Prior experience in growing training and supervising a team
- Additional skills/knowledge:
- Strong proficiency in data analysis tools such as PowerBI and Tableau
- Proficiency knowledge of Microsoft office System
- Experience with machine learning and AI applications in customer analytics
- Knowledge of SAP ERP preferred
- Excellent verbal and written communication skills
- Fluency in English. Spanish is a plus
Skills & Capabilities:
- Outstanding communication and presentation skills with the ability to convey complex data insights to nontechnical stakeholder
- Deep understanding of customer experience principles and best practices
- Ability to work with large datasets and complex data structures
- Demonstrated leadership and team management abilities
- Ability to work collaboratively across departments
Travel requirements:
Occassional travel may be required.
Required Experience:
Manager
Employment Type
Full-Time
