What are the responsibilities and job description for the Customer Experience Insights Manager position at Saxon Global?
We are seeking a highly skilled Customer Experience Insights Manager to join our team at Saxon Global. This role is ideal for an individual who thrives in a fast-paced, dynamic culture and has a passion for understanding the voice of the customer.
As a Customer Experience Insights Manager, you will be responsible for collecting, analyzing, and reporting customer sentiment across various touchpoints. You will work closely with business partners to design insights that leverage qualitative and quantitative data, identifying areas for improvement and opportunities for growth.
Your key responsibilities will include conducting root cause analysis reviews of numerous customer experience data sources, providing compelling recommendations through effective use of data, customer insight, analysis, and presentation skills. You will also build and analyze dashboards across multiple data sources, update and monitor metrics/dashboards/reports to identify trends and track key initiatives.
You will create custom queries and analytic tools to answer deeper business questions, ensure data integrity through sampling methodologies, and perform regular maintenance on existing data sources. Additionally, you will update and maintain Text Analytics modeling through Qualtrics to maintain accuracy and coverage.
This role requires strong analytical, problem-solving, project and program management skills. You should have knowledge of and experience with text analytics, as well as excellent storytelling, facilitation, communication, and presentation skills. Proven ability to effectively lead change management activities in customer and employee behavior is also essential.
In exchange for your expertise, we offer a competitive salary range of $80,000 - $110,000 per annum, based on experience. The salary may vary depending on your qualifications and location. Our company offers a hybrid office environment, with travel up to 10% required. Based out of Bass Creek Facility, Plymouth, MN, this role presents an exciting opportunity to grow your career in a dynamic and innovative organization.
Salary : $80,000 - $110,000
