Job Details

Customer Experience Data Insights Manager

Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US. We are actively seeking a Customer Experience Data Insights Manager for one of our direct clients in Redwood City, CA.

Location: Redwood City, CA Duration: Long Term

Responsibilities:

• Articulate customer sentiment trends through data storytelling in a clear and concise manner, which can easily be consumed and understood by leadership.
• Deliver against deadlines pertaining to pre-defined reports as per standard reporting cadence to support quarterly customer sentiment insights sharing.
• Develop talking points to support delivery of reports to stakeholder group and answer complex questions pertaining to the report.
• Partner closely with customer listening programs team to assist in the creation of surveys that will produce consumable and actionable data; consulting with business units on analytical approaches to consume insights.
• Weave together customer experience data from multiple data sources to determine trends, correlations and causal relations between variables.
• Create and manage complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights, from structured and unstructured data.
• Partner closely with IT to regulate data integrity processes, performing routine audits within business systems/platforms to ensure stringent data quality and accuracy.
• Develop, maintain, and enhance Qualtrics customer experience dashboards and reports to drive efficiency and optimization within customer analytics.
• Partner with stakeholders across multiple business units to drive efficient use of customer sentiment data, resulting in deeper analytics, broad insights sharing, and ultimately driving action to improve the customer experience.
• Oversee Text Analytics engine to bolster accuracy of survey response topic assignments, applying structure to text rich datasets.

Skills:

• 5-7 years of experience in data analytics, CX experience required.
• Strong analytical and data storytelling skills, ideally with voice of customer data.
• Advanced ability to generate, synthesize and make business sense of massive and complex data, both structured and unstructured.
• Excellent verbal and written communication skills; ability to communicate effectively with different levels within the organization as well as collaborate with cross-functional business partners and technical teams.
• Proficient in Microsoft Excel and PowerPoint, experience with Qualtrics and/or Tableau is a plus.
• Highly organized, time management skills, ability to prioritize, and work independently with extreme attention to detail.
• Creative thinker with ability to grasp concepts to works towards an end goal, without requiring step-by-step instructions.
• Self-motivated, flexible, team player with solid multi-tasking, ability to manage multiple and often changing priorities.
• Prior exposure and understanding of customer listening programs (ex. Net Promoter Score) is a plus.