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Director, Customer Experience Analytics Lead
2 months ago
Job Summary
We are seeking a highly skilled Analytics Director for Consumer Experience to join our team at Altice USA. As a key member of our Consumer Experience organization, you will be responsible for providing analytical insights and guidance to drive business strategy and decision-making.
About the Role
The Analytics Director for Consumer Experience will be the primary analytical lead for our Consumer Experience organization, providing reporting and analytics that will assist in evaluating product performance and customer experience. You will work closely with Business Intelligence, Product Management, and other internal stakeholder groups to build refined and flexible data sets upon which the basis for reporting and analytics can be set.
Key Responsibilities
- Collaborate with Consumer Experience Strategy team to develop appropriate measures to evaluate consumer experiences.
- Work with Business Intelligence, Engineering, and other stakeholders to source data and build reporting and analysis.
- Proactive reporting to internal customers on daily, weekly, monthly trends to highlight what is working vs what is not.
- Analyze customer segments to evaluate hot and cold spots.
- Evaluate customer experiences across all products, platforms, and touch points.
- Highlight areas of risk to plans and provide recommendations/guidance for mitigation.
- Provide analytical support for strategy creation and evaluation.
- Build and manage a small team of analysts.
- Prioritize and balance multiple projects while fielding frequent ad hoc requests.
Measurements of Success/KPIs
- Churn by category, customer segment, and mix.
- Quality of Experience Scores.
- Contact rates.
- ARPU growth.
- Relationship NPS.
- Reduced cycle times for acquiring data and delivering analysis and reporting.
Requirements
- 5+ years of experience in a financial or analytical role.
- Bachelor's degree in finance, business, quantitative analytics, information systems, or related field.
- Advanced analytical skills and the ability to analyze qualitative and quantitative data.
- Demonstrated business and financial acumen.
- Advanced Excel experience.
- Advanced PowerPoint/presentation experience.
- Intermediate Tableau or related Business Intelligence Tool experience.
- Intermediate Alteryx Designer experience.
- Intermediate to advanced SQL experience.
- Python experience a plus.
- Advanced experience transforming large data sets into concise, meaningful information.
- Meticulous attention to detail building in mechanisms to ensure zero defects in all deliverables.
- Ability to work in a fast-paced environment under tight deadlines.
- Willingness to seek opportunities to develop and execute plans that drive improvement and efficiency.
- Tireless desire to expand knowledge base and skill set.
Altice USA is an Equal Opportunity Employer
We are committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
