Senior Experience Insights Manager

Employment Type:
Full Time
IT Jobs
Job Role:
Business Analysis Jobs
United States of America
Mobile Jobs
Job Ref:

What You’ll Do

Data Insights
Develop a deep understanding of the customer experience and the resources available to best investigate and address key issues
Ability to organize and manipulate raw data to generate key findings
Identify pain points via our insights engine and other data sources, create queries and surface customer verbatim; provide context for pain points in reporting
Ensure quality around data insight engine, provide experience reporting requirements
Grow and expand the insight engine capability of the experience insights team

Regularly scrub/sample data to further bifurcate problem statements at a granular level
Create reports and presentations from data analysis and queries to showcase to key stakeholders for further review
Pull voice of customer for the specific pain points and provide context for product and engineering teams
Pull data trends of current top issues for our insights dashboard & other reports
Produce Monthly/Quarterly trends for different issue types based on product, region, etc

Explore targeted escalations and recommend resolutions based on root cause analysis
Sync with support leads and other internal experts to understand severity level & volume of specific issues; continuously drive issue comprehension at higher levels
Connect with engineering/product teams to identify the root cause of targeted issues and action plans against them
Monitor timelines/solution of fixes and note changes implemented on the production environment
Must be a leader with a level of comfort in presenting expertise
Must be detailed oriented
A minimum of four years analytical or research experience
Experience with communication and analytical tools, such as MS PowerPoint, MS Excel, Tableau, MicroStrategy, PowerBI; experience with SQL preferred but not required
Excellent oral, written, and interpersonal communication skills and the ability to communicate clearly at all levels
Demonstrated ability to work well in a team environment with strong collaboration skills
Mental flexibility, to extract actionable insights from massive, highly complex, multi-dimensional datasets while ensuring data quality with the ability to see the big picture
A passion for problem-solving, comfort with ambiguity, and creativity
Ability to influence others and gain acceptance for your ideas
High energy, strong work ethic, willingness to do whatever it takes to get to the results

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