Customer Insights Senior Manager

Customer Insights Senior Manager
Position Overview

We are seeking a strategic and data-driven Customer Insights Senior Manager to join our growing team. In this role, you will lead the development of dashboards within Qualtrics to create actionable insights from survey data, influencing business decisions and driving customer-centric strategies across the organization.

You will build dashboard structures, establish best practices, manage workflows, and integrate data sources to gain a comprehensive understanding of customer needs and passions. Your work will drive decision-making, shape growth strategies within the business, and foster a customer-centric culture throughout interactions with internal stakeholders.
Core Responsibilities
Dashboard Development and Data Strategy

• Create and establish Qualtrics operational dashboards while partnering with data owners throughout Telecommunication
• Collaborate with VGS Data & Analytics organization to integrate information from Enterprise Data Warehouse, Journey Experience Transformation, and other sources
• Develop strategy for insights and communication within Voice of the Journey & Voice of the Product programs
• Partner with VCG, Customer Marketplace Insights, and CX teams to implement self-serve tools and resources
• Lead data strategy initiatives and integrate new data streams
• Develop predictive models and improve existing ones to address complex data challenges
• Create and maintain visual dashboards while ensuring data quality
• Establish standardized analytical approaches and guidelines

Customer Insights Innovation

• Strengthen the relationship with Qualtrics across CXO to maximize platform capabilities
• Develop cutting-edge insights products utilizing multiple data sources and machine learning
• Apply knowledge of various platforms (Medallia, in-house solutions) to connect and optimize data
• Create roadmaps for implementing AI, NLP, and emerging technologies across customer listening posts

Strategic Leadership

• Transform data insights into actionable recommendations for various stakeholders
• Partner with team members on project planning and requirement communication
• Prioritize platforms and workflows to maximize impact
• Conduct comprehensive data analysis across structured and unstructured datasets to identify macro trends

Required Qualifications

• Bachelor's degree or four years of work experience
• Four years of relevant work experience
• Expertise in survey platform dashboards and standardization of analytical approaches
• Proven track record of using analytics and insights to drive business action
• Advanced understanding of research methodologies with CPNI rules/regulations knowledge

Preferred Qualifications

• Six years of research, data science, and/or analytics experience
• Deep expertise in Qualtrics and similar customer insight platforms
• Technical proficiency in statistical packages, SQL, and data visualization
• Strong continuous improvement mindset and learning orientation
• Investigative mindset with attention to detail and adaptability
• Expert knowledge of multiple research methodologies and VOC measurement tools
• Advanced ability to translate user requirements into technical product design
• Experience establishing operations, guidelines, standards, and governance
• Proven track record in insights development using advanced analytical techniques

This is a unique opportunity to shape customer experience strategy through data-driven insights at a leading telecommunications company.

#LI-SW
#Tech

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.