Role Overview
We are looking for a leader to integrate Performance, MIS, Analytics, and Customer Insights within the Customer Experience structure, connecting operational data, business indicators, and customer voice to support strategic decisions and drive continuous evolution of the experience.
What You Will Do
Transforming data, research, and customer feedback into actionable insights, ensuring an integrated view of operational performance and customer journey.
Why It Might Be a Fit
A leader responsible for connecting customer voice to business performance, transforming operational and experience data into insights, decisions, and actions that elevate efficiency, satisfaction, and results.
Requirements
- solid experience in Customer Experience, Performance, Analytics, MIS, Customer Insights, or related areas
- ability to transition between analytical vision and strategic business action
- experience in leading teams and managing different work fronts
- strong analytical capacity and experience in building and managing performance and experience indicators
- knowledge of Customer Experience and Voice of Customer methodologies and metrics, such as NPS, CSAT, and CES
- experience in research, customer behavior analysis, and transforming qualitative and quantitative data into insights
- knowledge of Power BI or similar data visualization and analysis tools
- ability to structure dashboards, executive analyses, and recommendations for decision-making
- experience in continuous improvement, process transformation, automation, and operational efficiency
- strong communication, influence, and relationship skills with different stakeholders and hierarchical levels
- business vision and ability to connect customer experience, operational performance, and financial results
To apply for this job please visit jobs.smartrecruiters.com.
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