Customer Insights Strategist
2 weeks ago
About the Job
We are looking for an experienced leader to join our Customer Services department, where we strive to make the world smaller for our customers and bigger for our people. As the leader of the Customer Insights and Analytics teams, you will play a pivotal role in driving operational excellence and initiatives that elevate the customer experience.
Key Responsibilities
- Leverage business data to deliver actionable insights that inform strategic decision-making.
- Lead data teams focused on CX research and analytics within Customer Services, fostering a culture of analytical excellence and customer-centricity.
- Design and execute advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience.
- Develop and implement data-driven solutions to improve customer satisfaction, operational efficiency, and business outcomes.
- Partner with senior stakeholders to translate analytical insights into actionable recommendations and strategic initiatives.
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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