Manager, CX Insights (Job ID 2115213)
Category Contact Center
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).
•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
•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.
•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