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Manager, CX Insights (Job ID 2115213)

Birmingham, Alabama

Category Contact Center
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Company Overview:
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
Position Summary:
This is a critical role that will own and oversee the development of, maintenance of, and output from ADT’s VOC data. The primary responsibility is to derive actionable insights from customer survey data. The best candidate may also have some experience with data architecture (building database tables, ETL processes) and/or reporting savvy (Tableau, etc.). Beyond the survey data, the opportunities to connect this data set to other operational data is almost endless – hopefully this ignites the curiosity (and even excites!) the right candidate to want to help us create the best possible experiences for our customers.

Successful attributes include, being an effective communicator to various levels and audiences, the capacity to remain flexible and adept at learning new tools, and the facility to implement new systems within a team atmosphere. Our environment is deadline driven and fast paced and therefore requires detail-oriented individuals comfortable interacting or working with multiple teams (business and technical).

Responsibilities:
•Own the creation and dissemination of insights related to customer satisfaction surveys across the CX organization specifically designed to improve customer experience, customer retention and operational efficiency
•Partner with peers to combine survey data to other operational data to develop richer insights around customer journeys and retention.
•Partner with key stakeholders and be the thought leader, critical thinker and advocate for data-driven decision making
•Provide project management of the VOC insights roadmap while proactively identifying areas in which analytics efforts can produce a strong value add

Minimum Qualifications:
•Bachelor’s degree
•4+ years of demonstrated experience using data-driven approaches to uncover and present insights to executive audiences
•4+ years’ experience working with cross functional teams on sharing data and insights to drive performance
•4+ years’ experience in relational database systems and SQL experience
oMSSQL and Oracle SQL required.
•4+ years of demonstrated data visualization experience (Tableau, Power BI etc.)
•Strong project management skills for planning and delivery of insights to key internal stakeholders
•Demonstrated experience working within a robust analytics team with a focus on balancing recurring analyses/reporting and ad hoc assignments.
•Specifically worked on survey (NPS) reporting and analytics either internally or through a vended platform. Familiar with reporting/analyzing both quantitative (scores) and qualitative (text) data.

Preferred Qualifications:
•Master’s degree
•2+ years’ experience working with and analyzing surveys results from a CX platform (Medallia, Qualtrics etc.)
•Experience with acquisition/retention analytics
•Experience with campaign (test and control) measurements
•Experience analyzing and presenting insights for key workstreams within a subscriber-based business (Customer Retention, Acquisition and Customer Care)
•Call listening and technology/software experience a huge plus (Avaya, IVR, Nice, Nexidia etc.)
•Experience with cloud database technologies (Azure SQL, Google BigQuery, AWS etc.)
•Experience in Agile delivery principles and tools (Scrum, Kanban, Jira etc.) a huge plus

ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

Location:

Birmingham, Alabama

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