Manager, Digital Fulfilment Analytics
Tasks
- Analyze customer feedback for trends and pain points
- Build customer feedback capture framework
- Define VoC priorities roadmap governance
- Deliver customer experience reviews to senior leadership
- Develop fulfilment KPI frameworks
- Develop sentiment analysis and theme identification
- Drive AI NLP and advanced analytics adoption
- Establish feedback taxonomy and prioritization
- Establish governance for metrics taxonomies reporting
- Influence product roadmap and investment decisions
- Lead coach and develop analysts team
- Lead digital fulfilment analytics strategy
- Own fulfilment measurement and reporting
- Perform root cause analysis using operational behavioral transactional data
- Quantify business impact of experience issues
- Run customer listening across channels
- Set analytical standards and storytelling best practices
- Track and report initiative effectiveness
- Translate insights into executive narratives
- Use predictive analytics for experience risk detection
Perks/Benefits
Skills/Tech-stack
Adobe Analytics | CES | CSAT | Cause analysis | Customer Experience | Customer Experience Metrics | Dashboarding | Data Modeling | Excel | Experience Metrics | Looker | NLP | NPS | Power BI | Predictive Analytics | Python | R | Root Cause Analysis | Root cause | SQL | Sentiment Analysis | Survey analytics | Tableau | Text Analytics
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