The Manager, CX Analytics Lead (insights & frameworks) leads the analytical engine of our global CX measurement system. * Maintain awareness of CX tools, analytics techniques, dashboarding practices, and measurement standards; recommend improvements where relevant. * Strengthen close‑the‑loop excellence by embedding standardized practices for inner & outer loop follow‑up, quantifying impact, and ensuring learning cycles feed into continuous improvement. * Partner with cross‑functional corrective action owners to define success metrics, improvement indicators, and test‑and‑learn hypotheses, and develop insight‑driven reports that communicate achievements to commercial teams and, where relevant, directly back to customers. * Connect analytical insight outputs to commercial scenarios to help decision makers prioritize CX improvements based on tangible financial value.
more