Associate Director, Omnichannel Intelligence and Optimization
Tasks
- Build CX reporting and insights roadmap
- Coordinate omnichannel reporting and insights team
- Define CX KPI measurement framework
- Design segmentation and value modeling use cases
- Develop framework for using reporting technologies
- Develop next best action and journey sequencing insights
- Develop reporting deliverables
- Enable self serve reporting products and training
- Execute omnichannel CX analytics strategy
- Govern CX data foundation single source of truth
- Implement metrics and KPIs for CX initiatives
- Lead hypothesis-driven experimentation
- Lead omnichannel insights generation
- Maintain optimization learning library
- Monitor omnichannel performance and provide feedback
- Partner with stakeholders to prioritize analytics use cases
- Promote data democratization
Perks/Benefits
- N/A
Skills/Tech-stack
Business Intelligence | Customer Experience | Customer Journey | Customer Journey Analytics | Customer experience analytics | Data Governance | Data Quality | Data Visualization | Data democratization | Data integration | Experience Analytics | Experimentation | Google Analytics | Hypothesis Testing | Journey Analytics | KPI Framework | Key Performance Indicators | Next Best Action | Omnichannel analytics | Performance indicators | Reporting Strategy | Segmentation | Stakeholder management | Tableau | Value modeling
Education
N/A
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