The Manager, CX Analytics Lead (insights & frameworks) leads the analytical engine of our global CX measurement system. This role translates customer signals: quantitative, qualitative, and financial; into actionable insights, frameworks, and narratives that help the organization improve experiences and unlock sustainable value creation. * Develop, maintain, and continuously refine end‑to‑end CX measurement frameworks that standardize how experience drivers relate to loyalty, financial outcomes, and operational behavior. * Lead deep dive analyses on NPS, journey metrics, and verbatims, correlating them with performance results and key drivers. * Translate analytical findings into structured insights that inform, but do not lead, strategic discussions. * Connect analytical insight outputs to commercial scenarios to help decision makers prioritize CX improvements based on tangible financial value.
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