Job Summary

The Customer Experience Analytics Manager is key in shaping the organization's customer­ centric strategies through data-driven insights and analytics. Reporting to the Director of Cli­ent Services is responsible for developing and implementing analytics frameworks that pro­vide a comprehensive view of our customers' interactions, preferences, and pain points. 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.

Key Accountabilities

• 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

Networking/ Key relationships

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

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.