Senior CX Analytics Manager
Core
Lead advanced analytics strategy and execution for a global Customer Experience organization to drive customer satisfaction, retention, and operational efficiency.
Role type
Senior IC analytics manager with people leadership responsibilities
Builds
Scalable analytical frameworks, predictive models, performance measurement systems, executive narratives, and self-service reporting tools
Domain
Customer Experience (CX), Contact Center Operations, Streaming Media
Deliverable
production ML models | dashboards & analysis | research
Required skills
Strategic analytics roadmap development, predictive modeling, customer segmentation, journey analytics, cohort analysis, forecasting, capacity planning, statistical analysis, executive storytelling, data governance, KPI framework design
Preferred skills
Machine learning implementation, AI-driven solutions, vendor performance evaluation, root cause analysis
Technologies
SQL, Tableau, Looker, Power BI
Responsibilities
Develop and execute the CX analytics roadmap; Translate complex datasets into actionable business recommendations; Partner with Contact Center Operations to measure and improve performance; Build dashboards and self-service reporting tools; Establish standardized KPI frameworks and metric definitions; Serve as a strategic thought partner to CX leadership
Seniority
Senior, hands-on IC with people leadership
