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Head of Customer Experience Analytics
2 months ago
Job Summary: We are seeking a highly skilled and experienced Senior Data Strategist to lead our customer experience analytics efforts. As a key member of our Commercial Strategy and Marketing team, you will be responsible for developing and implementing a comprehensive strategy for CX data, analytics, reporting, and insights generation.
Key Responsibilities- Strategic Planning & Vision: Develop and implement a comprehensive strategy for CX data, analytics, reporting, and insights generation, ensuring alignment with broader organizational goals and supporting effective decision-making, value measurement, and personalization across channels.
- Tagging & Data Collection: Lead efforts in tagging and tracking data collection across all customer touchpoints, ensuring accuracy, comprehensiveness, and compliance with relevant regulations.
- CX Value Measurement & Strategy: Develop a comprehensive approach to measuring the impact and value of CX initiatives, aligning the organization with a prioritized set of Objectives & Key Results tied to business impact.
- CX Reporting & Insights: Oversee development of reporting and analysis products to provide actionable insights to CX teams, manage suite of reporting tools, and provide ongoing training and adoption for reporting products.
- CX Data Democratization: Lead initiatives to democratize data across the organization, ensuring that data is accessible, understandable, and usable by various teams.
- CX Analytics Strategy Development: Develop and execute a strategy for leveraging CX analytics across customer touchpoints, collaborating with business stakeholders to identify opportunities for analytics use cases.
- Leadership & Team Management: Lead and develop a team of data professionals, including data architects, analysts, and other relevant roles, set clear goals and expectations, provide regular feedback and guidance, and support professional growth and development.
- Resource Allocation & Budget Management: Responsible for the continuous management and oversight of the Experience Intelligence budget, including vendors and suppliers, ensuring that expenditures remain within target levels.
- Stakeholder Engagement & Collaboration: Build and maintain strong relationships with key stakeholders across the organization, including marketing, sales, compliance, IT, and senior leadership, to ensure reporting and analytics strategies align with business decisions.
- Compliance & Best Practices: Collaborate with various teams to meet legal and compliance standards and to evolve guidelines of safe usage of AI, customer and patient data and analytics.
- Performance Measurement & Optimization: Establish key performance indicators (KPIs) to measure the success and impact of customer engagement strategies and tactics, analyze data to identify trends, measure success, and support decision making.
- Continuous Improvement & Innovation: Stay informed about industry trends, emerging technologies, and best practices in omnichannel data analytics & application, identify opportunities and coordinate improvement projects to integrate innovative approaches into Omnichannel data strategy and execution.
- Education: Bachelor's degree in Data Science, Computer Science, Information Technology, or related field required, advanced degree is preferred.
- Experience: 13+ years in data analytics, data management or related roles within a commercial organization required, pharmaceutical and/or life science experience preferred.
- Skills: Proven track record of developing and implementing data strategies and roadmaps at a senior management level, extensive experience in omnichannel data analytics, reporting and insights generation highly preferred.
- Leadership: Proven success in developing strategy through expert understanding of market and industry, and insights, ability to manage complexity, including the leadership of work across competing priorities.
- Communication: Excellent communication and stakeholder management skills, with ability to influence senior leaders and collaborate with cross-functional teams across the organization.
- Leadership Behaviors: Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, and driving focus and simplicity.
