Manager, Customer Experience Analytics

Summary

Job Description

Essential Job Functions

Customer Experience Analytics Strategy

· Define and own the enterprise customer experience analytics framework.

· Establish standardized CX and VoC metrics, KPIs, and success measures aligned to business objectives.

· Ensure consistency in metric definitions, benchmarks, and reporting across cities, pods, and customer segments.

· Partner with experience and business leaders to prioritize analytical focus areas tied to outcomes.

Data Analysis & Insight Generation

· Analyze customer feedback, call center interaction data, sales and service performance metrics to identify trends, drivers, and root causes for action.

· Perform driver analysis, correlation analysis, and segmentation to uncover what most impacts satisfaction, loyalty, and customer effort.

· Leverage structured and unstructured data (e.g., survey results, call notes, verbatims, city relationships) to surface actionable insights.

· Identify leading and lagging indicators of customer churn, repeat contact, escalations, and service risk.

Performance Reporting & Storytelling

· Develop executive-ready insights, narratives, and visualizations that translate data into decisions.

· Produce recurring insights reports (monthly, quarterly, annual) highlighting performance, risks, and opportunities.

· Create comparative views by city, pod, customer segment, service type, and channel.

· Support leadership reviews with data-driven recommendations and clear calls to action.

Operational & Financial Impact

· Connect customer experience metrics to operational outcomes such as sales, on time service delivery, service level, first-contact resolution, transfers, and resolution time.

· Partner with Finance and Operations to quantify the financial impact of CX improvements (cost reduction, retention, revenue protection).

· Track improvement initiatives and validate outcomes against baseline performance.

· Support ROI measurement for customer experience programs and investments.

Cross-Functional Partnership

· Collaborate with Experience Program Managers to ensure analytics requirements are embedded into experience program design and initiatives.

· Partner with IT and data teams to ensure data quality, integrity, and accessibility.

· Work closely with Customer Support, Operations, and Sales to validate insights and drive action.

· Support leaders and managers in interpreting data and applying insights to performance management and improvement efforts.

Enablement & Analytics Maturity

· Build analytics capability across the organization through education, standards, and best practices.

· Create templates, scorecards, and insight frameworks to support consistent interpretation.

· Coach leaders and teams on using experience data to inform decisions and improvement efforts.

· Continuously evolve analytics approaches as experience programs mature.

Benefits: