Director, CX Data and Service Analytics
Tasks
- Analyze CX survey and contact center performance data
- Apply predictive modeling and anomaly detection for service analytics
- Build dashboards scorecards and enterprise reporting
- Define performance measures and operating metrics
- Ensure governed metric definitions and data quality
- Establish intake prioritization and delivery practices
- Guide analytics engineering semantic model design
- Lead CX analytics and reporting for service organization
- Measure analytics adoption cycle time and stakeholder satisfaction
- Operationalize AI and advanced analytics use cases
- Own service analytics roadmap
- Provide hands on guidance for SQL and Python analytics
- Rationalize reports and automate dashboard delivery
- Translate analytics into executive decision support
Perks/Benefits
- N/A
Skills/Tech-stack
Analytics engineering | Anomaly Detection | BI platforms | Classification | Customer Experience | Customer experience analytics | Dashboard Design | Data Governance | Data Lineage | Data Quality | Databricks | Dimensional Modeling | Experience Analytics | Forecasting | Metric Definition | Predictive Modeling | Python | Qualtrics | Recommendation Systems | SQL | Segmentation | Semantic Modeling | Voice of Customer
Education
Bachelor of Engineering | Bachelor of Science | Master of Science
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