Customer Experience Analytics Manager

About the role

The Manager of Customer Experience (CX) Analytics leads the enterprise‑wide strategy for turning customer data into actionable insights. Reporting to the CX Insight Director, this role drives analytics, performance governance and recommendations that shape business decisions, improve loyalty and boost overall performance across all lines of business.

Key responsibilities

• Support budgeting, planning and KPI definition in line with corporate objectives.
• Co‑develop and maintain the CX Insight Model, aligning experience metrics with operational and financial goals.
• Perform advanced data analytics, predictive modelling and AI‑assisted analysis on Voice of Customer, operational and financial datasets.
• Create visualisations, reports and presentations for stakeholders at all levels and automate recurring reporting workflows.
• Partner with Technology and Data Engineering teams to enhance analytical infrastructure and data access.
• Combine CX data with operational and financial metrics to measure business impact and drive performance improvement.
• Collaborate with CX teams and outer‑loop huddles to validate issues and recommend data‑driven actions.
• Support talent acquisition and integration for the CX analytics function.

Required profile

• Proven experience in CX analytics, performance management and data‑driven decision making.
• Strong ability to translate complex data into clear business recommendations.
• Excellent communication skills for interacting with senior stakeholders.
• Leadership experience in managing analysts or cross‑functional teams.

Required skills

• Predictive analytics
• Statistical analysis
• Data visualization
• AI‑assisted analysis techniques
• Automation of reporting workflows
• Collaboration with data engineering/technology teams