Senior Manager, Customer Insights and Analytics
1 month ago
- Oversee Channel Analytics across various platforms including Digital, Marketing, Claims, and Customer Experience.
- Manage analytics for internal and external surveys, like Net Promoter Score and other satisfaction metrics.
- Drive continuous improvement by mining data for actionable opportunities and evaluating their financial impact.
- Specialize in survey essentials: negotiation, design, testing, sampling, and benchmarking.
- Analyze both structured and unstructured survey data to provide strategic insights.
- Help implement feedback through measurable initiatives to enhance customer experience, reduce costs, and foster loyalty.
- Contribute to improving ratings and other key performance indicators.
- Bachelor’s degree in Mathematics, Market Research, Economics, Business Analysis, Statistics, Engineering, or related field.
- 5+ years of experience with NPS, CSAT, and other customer experience metrics.
- Leadership experience required
- Proficiency in statistics, regression, and text mining; machine learning and natural language processing skills are a plus.
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