Manager, Customer Experience Analytics & Improvement
Tasks
- Apply AI ML models for churn and driver modeling
- Build and refine CX measurement frameworks
- Build dashboards and CX reporting templates
- Collaborate with Sales Finance and Marketing on correlations
- Create journey insight packs with quantitative and qualitative signals
- Define KPI scorecards and metric governance
- Develop analytical models and insight systems
- Enable insight to action with playbooks and toolkits
- Integrate NPS CSAT CES with behavioral and operational indicators
- Lead CX analytics for global measurement system
- Model value and connect insights to financial outcomes
- Perform deep dive analyses on NPS and journey metrics
- Support corrective action tracking with analytical evidence
- Translate customer signals into business implications
Perks/Benefits
- N/A
Skills/Tech-stack
Analytics | Business Intelligence | CES | CRM | CSAT | Churn Prediction | Clustering | Customer Journey | Customer journey mapping | Customer satisfaction | Dashboards | Data Governance | Data Modeling | Data Quality | Data integration | Driver modeling | Journey Mapping | KPI Management | Language Processing | Machine Learning | NPS | Natural Language | Natural Language Processing | Predictive Analytics | Qualtrics | Reporting | Salesforce | Sfdc
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