Senior Manager of Customer Insights

7 days ago


Stockholm, Stockholm, Sweden Etraveli Group AB Full time

We are seeking an experienced and passionate leader to join our Customer Services department as a Senior Manager of Customer Insights. As the leader of the Customer Insights and Analytics teams, you will play a pivotal role in driving efforts by delivering actionable, data-driven insights that inform strategic decision-making.

About the Job

You will collaborate closely with senior leadership within the Customer Services department and commercial teams to champion operational excellence and initiatives that elevate the customer experience. Your responsibilities will include:

  • Digesting business data to convert it into clear insights relevant to the business context
  • Leading data teams focused on CX research and analytics within Customer Services, fostering a culture of analytical excellence and customer-centricity
  • Designing and executing advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience
  • Driving the development and implementation of lighter machine learning algorithms for predictive analytics in customer service contexts
Requirements

We think you are a person who...

  • Has 5+ years of experience in analytics leadership roles, preferably within customer service, contact center operations, or CX research
  • Holds a Master's degree in a quantitative field (e.g., Statistics, Mathematics, Computer Science, or related disciplines)
  • Possesses strong leadership experience, with a proven track record of managing and inspiring analytics teams
  • Exhibits expertise in analytical thinking, problem-solving, and stakeholder management
  • Has exceptional presentation and communication skills, with the ability to influence, coach, and drive organizational change through data insights


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