Customer Experience Insights Manager

Job Summary

A company is looking for a Customer Experience Insights Manager to transform customer data into actionable insights that enhance the customer journey.

Key Responsibilities

• Design and manage Voice of Customer (VoC) programs to ensure high-quality feedback collection
• Analyze customer data to identify trends and generate actionable insights
• Map and analyze customer journeys to identify areas for improvement and prioritize initiatives

Required Qualifications

• 4-8+ years of experience in customer experience, insights, analytics, or a related field
• Strong analytical skills with proficiency in tools like Excel, SQL, Tableau, or Power BI
• Experience with Voice of Customer and survey tools such as Qualtrics or Medallia
• Deep understanding of customer experience metrics like NPS, CSAT, and CES
• Experience with customer journey mapping and research methods