Global Data & Insights Manager, Customer Experience

Experienced professional with demonstrated leadership skills, technical knowledge, and business understanding. This role will create and analyze quantitative research, aligned with business objectives to derive customer insights improving our digital customer experience. Responsible for creating presentations, dashboards, visualizations, and reports that tell the story of what happened and why it happened. Learnings will be used to understand what will likely happen in the future and help determine the actions that need to be taken.
Support data-driven decision making
in our efforts to create an optimal customer experience through our digital
properties from site visits through the sales funnel.
Responsibilities:


·
Lead performance analysis across digital
properties, including website, channel and content analytics, customer
journeys, and performance across different audience segments
·
Define KPIs and targets, in partnership with
key stakeholders, and monitor performance against those targets to identify
trends and opportunities
·
Analyze data using advanced analytics to gain
insights into end customer behavior and track effectiveness of insights
provided
·
Align KPIs and insights with business
objectives to improve our customer experience
·
Provide actionable insights to the Digital
& IT, Brand Communications & Marketing, and Digital Sales teams with
respect to their ongoing initiatives, as well as discerning insights related to
new opportunities
·
Track Net Promotor Score for website visitors
·
Inform business on where data gaps exist across
the customer journey and work with various team and broader CX stakeholders to
attain
·
Use analytical and quantitative skills and an
ability to use data and metrics to back up assumptions, develop business cases,
and complete root cause analyses
·
Understand business goals and their data to
identify and lead high quality ROI (Return on Investment) projects
·
Develop company practices and guidance around
data and analytics.
·
Document, organize, and communicate thoughts
and ideas effectively
·
Exceptional communication skills, both verbal
and written