The Manager, CX Analytics Lead (insights & frameworks) leads the analytical engine of our global CX measurement system. Sitting at the intersection of data analytics, insights, and customer journeys, this role builds analytical rigor, refines methodologies, elevates storytelling, and enables leaders to act on what customers are telling us. * Maintain awareness of CX tools, analytics techniques, dashboarding practices, and measurement standards; recommend improvements where relevant. CX Measurement Frameworks & Analytics architecture - Advanced Analytics, AI/ML & Deep-Dive Insight Generation * Integrate customer satisfaction metrics (NPS, CSAT, CES), behavioral analytics (referrals, retention, usage), and operational indicators (latency, complaints) to create a holistic view of customer satisfaction across key journeys moments. * Master's degree in Business, Analytics, Economics, Marketing, Research, or a related field
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