Customer Experience Insights Manager

📋 Description

• Transform customer data and feedback into practical insights.

• Spearhead Voice of Customer (VoC) initiatives.

• Analyze experience data while collaborating across functions.

• Design, implement, and oversee VoC programs (e.g., NPS, CSAT, CES).

• Ensure the collection of consistent and high-quality customer feedback.

• Optimize survey strategies, timing, and response rates.

• Analyze both quantitative and qualitative customer data to uncover trends.

• Map and assess end-to-end customer journeys.

• Create dashboards, reports, and executive summaries.

• Present findings to senior leadership.

⛳️ Requirements

• 4–8+ years of experience in Customer Experience (CX), insights, analytics, or a related field.

• Strong analytical skills (Excel, SQL, Tableau, Power BI, etc.).

• Experience with VoC and survey tools (e.g., Qualtrics, Medallia).

• In-depth understanding of CX metrics (NPS, CSAT, CES).

• Excellent communication skills and proficiency in data storytelling.

• Ability to influence stakeholders and propel cross-functional initiatives.

• Familiarity with customer journey mapping and research methodologies.

🏝️ Benefits

• Competitive medical, dental, vision, and life insurance.

• Employee assistance program.

• 401K plan with company match.

• A variety of voluntary benefits.

• Paid time off.