The Manager, CX Analytics Lead (insights & frameworks) leads the analytical engine of our global CX measurement system. * Lead deep dive analyses on NPS, journey metrics, and verbatims, correlating them with performance results and key drivers. * Ensure methodological rigor, consistency, and data governance by working closely with CX Digital & Information teams on metric definitions, master data alignment, and tool adoption (Qualtrics, SFDC). * Translate analytical findings into structured insights that inform, but do not lead, strategic discussions. * Adapt global measurement methodologies to regional or functional contexts by collaborating with local teams. * Develop structured playbooks and toolkits that help teams act on insights and strengthen inner & outer feedback loops (without owning the loop governance). * Partner with cross‑functional corrective action owners to define success metrics, improvement ...
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