Senior Director, Global Cx, Analytics and Insights

OVERVIEW: 

The Senior Director Analytics CX combines analytical prowess with a deep understanding of customer behavior. This role plays a pivotal role in shaping data-driven decisions that directly impact customer satisfaction and business success. 

RESPONSIBILITIES: 

Here are the primary aspects of this role: 

• Data-Driven Insights: The Senior Director analyzes vast amounts of customer data to extract meaningful insights. They identify patterns, trends, and opportunities that impact customer satisfaction, loyalty, and overall experience. 
• Performance Metrics: This role involves defining and tracking key performance indicators (KPIs) related to contact center operations and consumer experience including, NPS, CSAT, Effort and other measurements.   In addition, this role approaches problem solving with an analytics approach to understand what data is available to quantify issues and potential solutions. 
• Insights: Leveraging available data, identity insights that reduce consumer effort, improve KPIs, drive consumer loyalty, and improve products.   
• Voice of the Consumer Lead a team that uses data to represent the voice of the consumer across the organization specifically where process, process, and product changes can drive improvements and reduce consumer effort. 

 
ATTRIBUTES AND SKILLS: 

• Bachelor degree preferred
• 7+ years’ experience with proven experience in an analytics and insights role in a global organization. 
• Experience using project management tools, technology, and workflows. 
• Advanced Analytics: Proficiency in statistical tools (e.g., R, Python) and data visualization platforms (e.g., Tableau) is essential. 
• Business Acumen: Understanding business objectives and translating data insights into actionable strategies is vital. 
• Communication: The ability to convey complex findings to non-technical stakeholders is crucial. 
• Ethical Data Use: Handling customer data ethically and ensuring compliance with privacy regulations. 
• Innovation: Staying abreast of analytics trends and exploring novel approaches to enhance CX. 
• Ability to lead people and partner with team members in a sophisticated, multinational setting. 
• Strong communication, prioritization, and problem-solving skills. 
• Ability to adapt to changing priorities and lead multiple tasks simultaneously.