What We Are Looking For: We are seeking an experienced and motivated Customer Experience Analytics Manager to join our dynamic and high-growth organization.
About the role
- Optimizes CX resource forecasting based on demand planning, multi-channel volume and business projections across departments
- Drives analysis of key business initiatives to measure success and impact to customers
- Defines near and longer term strategy for analyzing customer feedback and measuring efficiency of CX operations
- Transforms CX performance metrics and KPIs based on evolving business needs
- Identifies key customer trends and generates actionable insights for customer-focused initiatives
- Defines business cases based on customer insights to drive key organizational changes
- Manages strategic initiatives focused on enhancing customer experience
- Minimum of 5 years experience in an strategic/analytical role
- Track record of success in forecasting and complex data modeling/analysis
- Led analytical and operational teams focused on multi-channel strategies and customer experience
- Managed fast-paced high-priority cross-functional initiatives
- Expert in business case development and project management
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