Analytics Manager
6 days ago
Job Description
We are seeking a Senior Customer Experience Director to lead our Customer Insights and Analytics teams within Customer Services. As the leader of this team, you will play a pivotal role in driving operational excellence and initiatives that elevate the customer experience.
Key Responsibilities:
- Design and execute advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience.
- Drive the development and implementation of lighter machine learning algorithms for predictive analytics in customer service contexts.
- Responsible for delivering high-quality analysis for our strategic business partners like Booking.com.
- Partner with senior stakeholders to translate analytical insights into actionable recommendations and strategic initiatives.
- Oversee CX research projects, ensuring insights are effectively integrated with quantitative analyses for a holistic view.
- Provide leadership and mentorship to analysts, promoting continuous skill development and professional growth.
Your Background Should Include:
- 5+ years of experience in analytics leadership roles, preferably within customer service, contact center operations, or CX research.
- A Master's degree in a quantitative field (e.g., Statistics, Mathematics, Computer Science, or related disciplines).
- Strong leadership experience, with a proven track record of managing and inspiring analytics teams.
- Expertise in analytical thinking, problem-solving, and stakeholder management.
- Exceptional presentation and communication skills, with the ability to influence, coach, and drive organizational change through data insights.
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