Manager, CX Analytics (Enterprise Customer Delivery Experience)

Position Purpose:

Key Responsibilities:

• 40% Collaborate with stakeholders, business partners, colleagues, developers and business analysts to deliver high quality analytics solutions
• 45% Data analytics with large volumes of data, using a wide variety of database applications / analytical tools including SQL, SAS, R, and python
• 5% Data cleansing, validation, testing
• 5% Enhancements / modifications to systems & procedures
• 5% Supporting end users, problem solving, troubleshooting

Direct Manager/Direct Reports:

• Reports to a Sr Manager, Decision Analytics.
• This position has 1 direct report

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Master's degree in Analytics, Data Science, Business, Information Systems, Operations Research, Economics, Statistics, or related field.
• 5-7+ years of experience in analytics, customer experience, product analytics, strategy, consulting, operations analytics, or related disciplines.
• Demonstrated experience leading analytical initiatives that influenced business strategy or customer experience outcomes.
• Advanced proficiency in SQL and experience working with large-scale datasets.
• Strong experience with Tableau or similar visualization and business intelligence platforms.
• Experience utilizing Python, R, or other advanced analytical tools.
• Experience partnering with product, operations, customer experience, supply chain, or technology organizations.
• Demonstrated ability to solve ambiguous problems through structured analytical approaches.
• Passion for understanding customer behaviors, journey analytics, and experience improvement.
• Experience leveraging AI-enabled analytics tools and modern analytical techniques to enhance business outcomes.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 4

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• None