[ref. a56413024] Customer Experience Analytics Manager

Overview:

Job Summary

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 cross-functional teams.

Responsibilities:

• 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 data-driven 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

• Other Client Services Teams
• North America Commercial Operations
• Marketing
• Finance
• Logistics
• HR
• IT

Qualifications:

Minimum Knowledge & Experience required for the position:

• Education: Bachelor's degree in Analytics, Statistics, Computer Science, or related field; Master's 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 non-technical 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.