Manager, CX Analytics (Enterprise Customer Delivery Experience)
Core
Lead a team of analysts to measure, monitor, and improve Enterprise Customer Delivery Experience performance by translating strategic objectives into measurable outcomes and driving customer-centric analytics.
Role type
Manager, CX Analytics (Enterprise Customer Delivery Experience)
Builds
Scalable measurement frameworks, KPIs, and analytics solutions for delivery performance and customer experience.
Domain
Retail / Supply Chain / Customer Experience
Deliverable
dashboards & analysis
Required skills
Strategic leadership, team management, advanced analytics, SQL, Tableau, Python/R, business acumen, data storytelling, experimentation, predictive modeling, segmentation, statistical methodologies, product partnership, operational analytics, journey analytics, AI-enabled analytics.
Preferred skills
Master's degree in Analytics/Data Science/Business/Operations Research, 5-7+ years in analytics/CX/product analytics/consulting/operations, experience leading initiatives influencing business strategy, experience with large-scale datasets, experience partnering with product/operations/CX/supply chain/tech organizations, ability to solve ambiguous problems, passion for customer behavior understanding.
Responsibilities
Lead a team of analysts responsible for measuring, monitoring, and improving Enterprise Customer Delivery Experience performance. Partner with senior leaders across Delivery, Supply Chain, Product, Customer Care, Operations, and Technology to identify customer pain points and translate strategic objectives into measurable outcomes. Drive the development of customer-centric analytics that uncover root causes of delivery friction and reveal opportunities to improve end-to-end experiences. Influence business decisions through compelling storytelling, actionable insights, and customer-focused recommendations. Serve as a trusted advisor to business partners by connecting customer behavior, operational performance, and financial outcomes. Design and implement scalable measurement frameworks, KPIs, and analytics solutions that provide visibility into customer experience and delivery performance. Lead analytical initiatives that quantify customer friction, identify operational inefficiencies, and measure the impact of experience improvements. Apply advanced analytics techniques, experimentation, predictive modeling, segmentation, and statistical methodologies to solve complex business problems. Ensure consistency and rigor in metric definitions, governance, reporting, and analytical best practices across the organization. Identify leading indicators that enable teams to proactively improve customer experiences before issues impact customers. Collaborate closely with Product Managers, UX Designers, Engineers, and Business Stakeholders to establish success metrics and evaluate product investments. Influence product roadmaps through data-driven insights and customer behavior analysis. Champion the use of AI and emerging technologies to improve insight generation, operational efficiency, and decision-making capabilities. Evaluate and scale innovative analytics approaches that help the organization better understand customer experiences and anticipate future needs. Lead, coach, and develop a high-performing analytics team focused on growth, execution excellence, and customer impact. Establish a culture of curiosity, accountability, collaboration, and continuous improvement. Help team members strengthen technical expertise, business acumen, stakeholder management, and storytelling capabilities. Create an environment where team members are empowered to challenge assumptions, innovate, and drive meaningful outcomes.
Seniority
Manager, hands-on IC with team leadership
