Welcome page Returning Candidate? Log back in! Customer Experience Analytics Manager Job Locations US-MA-Bedford Job ID 2025-8447 Type Regular Full-Time Shift 1st Category Customer Service Overview

Job Summary

The Customer Experience Analytics Manager is key in shaping the organization's customer­ centric strategies through data-driven insights and analytics. Reporting to the Director of Cli­ent Services is responsible for developing and implementing analytics frameworks that pro­vide a comprehensive view of our customers' interactions, preferences, and pain points. Works closely with senior leadership to translate data findings into actionable strategies that drive customer satisfaction, loyalty, and business growth. Leads and mentor analysts, foste­ring a culture of curiosity, innovation, and continuous learning, meanwhile maintaining strong relationships with cross-functional teams.

Responsibilities

Key Accountabilities

Create and maintain dashboards and reports to track key metrics and KPisDevelop and implement comprehensive analytics strategies to evaluate and improve customer experience across all touchpointsTranslate complex data findings into actionable recommendations for senior leadershipOversee the implementation and optimization of internal and external customer feedback systems and surveysPerform root cause analyses on customer issues, recommending data-driven solutionsLead, mentor, and develop data analysts, fostering a culture of continuous learning and innovationPartner with other departments to integrate and align analytics effortsRegularly evaluate the effectiveness of analytics methodologies and tools

Networking/ Key relationships

Other Client Services TeamsNorth America Commercial OperationsMarketingFinanceLogistics HR IT Qualifications

Minimum Knowledge & Experience required for the position:

Education: Bachelor's degree in Analytics, Statistics, Computer Science, or related field; Master's degree preferred Experience:Minimum 5 years related experience in analytics with a focus on customer ex­perience or related fieldPrior experience in growing, training and supervising a team Additional skills/knowledge:
Strong proficiency in data analysis tools such as PowerBI and TableauProficiency knowledge of Microsoft office SystemExperience with machine learning and AI applications in customer analyticsKnowledge of SAP ERP preferredExcellent verbal and written communication skillsFluency in English. Spanish is a plus

Skills & Capabilities:

Outstanding communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholderDeep understanding of customer experience principles and best practicesAbility to work with large datasets and complex data structuresDemonstrated leadership and team management abilitiesAbility to work collaboratively across departments

Travel requirements:
Occassional travel may be required.

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