Senior Manager, Customer Insights and Analytics
Job Description
Job Description
OVERVIEW
We are looking for a Senior Manager, Customer Insights and Analytics, to champion customer experience analytics for one of our partners.
In this critical role, you'll apply your expertise in survey analysis and data interpretation to drive strategic improvements and influence positive customer outcomes.
With a focus on a forward-thinking approach, you'll shape initiatives that refine their services and reinforce their commitment to operational excellence.
This is a full-time permanent salaried role. The team is hybrid and goes into the office 3-4 days / week. Must be eligible to work in the United States.
RESPONSIBILITIES
- Oversee Channel Analytics across various platforms including Digital, Marketing, Claims, and Customer Experience.
- Manage analytics for internal and external surveys, like Net Promoter Score and other satisfaction metrics.
- Drive continuous improvement by mining data for actionable opportunities and evaluating their financial impact.
- Specialize in survey essentials : negotiation, design, testing, sampling, and benchmarking.
- Analyze both structured and unstructured survey data to provide strategic insights.
- Help implement feedback through measurable initiatives to enhance customer experience, reduce costs, and foster loyalty.
- Contribute to improving ratings and other key performance indicators.
QUALIFICATIONS
- Bachelor’s degree in Mathematics, Market Research, Economics, Business Analysis, Statistics, Engineering, or related field.
- 5+ years of experience with NPS, CSAT, and other customer experience metrics.
- Leadership experience required
- Proficiency in statistics, regression, and text mining; machine learning and natural language processing skills are a plus.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor.
We are committed to creating a diverse and inclusive environment for all employees.
Senior Data Science Manager Analytics
A company is looking for a Senior Data Science Manager, Analytics. ...
Senior Manager, Digital and Marketing Analytics
Digital Analytics In partnership with VP Digital, drive digital adoption and engagement on our digital properties by understanding customer, provider, employer, and broker behavior through tagging strategies/implementation/tag management with tools like Google Analytics and session replay tools like...
Senior Engineer/Client Manager
Brown and Caldwell (BC) has an exciting opportunity for a Senior Engineer/Client Manager experienced in planning, permitting, design, and management of water and wastewater treatment and conveyance projects. In the event a recruiter or agency submits a resume or candidate without a previously signed...
Tax Senior and Tax Manager
Title could be Tax Senior Manager for a stronger candidate. You must have 4+ years’ of recent public accounting tax experience including preparing/reviewing complex tax returns for high net worth individuals, partnerships, C and S corporations, estates and trusts. Experience in year-end tax planning...
Asset & Wealth Management - Tax Senior Manager
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on ...
Senior Client Service Manager - Retail, Real Estate, Financial and Transportation
In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and approved engagement request with Brown and Caldwell, Brown and Caldwell reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. You...
Tax Senior and Tax Manager
Title could be Tax Senior Manager for a stronger candidate. You must have 4+ years’ of recent public accounting tax experience including preparing/reviewing complex tax returns for high net worth individuals, partnerships, C and S corporations, estates and trusts. Experience in year-end tax planning...
Customer Service Manager
Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and Northern Arizona (GCNA) in Arizona and Maryland. Ensures Team Members deliver excellent customer service to donors and customers. Maintains the day-to-day operation...
State Credits & Incentives Senior Manager/Director - Remote Eligible
Work with the Firm’s Federal Business Credits and Incentives Tax practice, State and Local Tax Practice and other National Tax Office resources to bring comprehensive suite of credits and incentives services to our clients. Develops and mentors existing tax staff and recruits experienced staff to bu...
Tax Senior and Tax Manager
Title could be Tax Senior Manager for a stronger candidate. You must have 4+ years’ of recent public accounting tax experience including preparing/reviewing complex tax returns for high net worth individuals, partnerships, C and S corporations, estates and trusts. Experience in year-end tax planning...