The Manager, CX Analytics Lead (insights & frameworks) leads the analytical engine of our global CX measurement system. * Provide an enterprise‑wide analytical lens by synthesizing trends, performance drivers, and customer segment–specific insights across key journey moments. * Lead deep dive analyses on NPS, journey metrics, and verbatims, correlating them with performance results and key drivers. * Conduct deep‑dive analyses across customer feedback, journey metrics, behavioral indicators, and operational data to uncover key drivers of satisfaction, friction, and loyalty. * 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.
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