Manager, CX Analytics (Enterprise Customer Delivery Experience)

About the role

The Manager, CX Analytics (Enterprise Customer Delivery Experience) leads a team of analysts who measure, monitor and improve the delivery experience of millions of customers, from appliance installation to resolving delivery issues before they become escalations. The role acts as a strategic partner across Delivery, Supply Chain, Product, Customer Experience, Operations, Contact Centers and Technology, turning complex data into actionable strategies. It reports to a Senior Manager, Decision Analytics, with one direct report.

Key responsibilities

• Lead analysts in measuring and improving Enterprise Customer Delivery Experience performance
• Partner with senior leaders to turn strategic objectives into measurable outcomes and influence business decisions
• Build customer-centric analytics that uncover root causes of delivery friction
• Design measurement frameworks, KPIs and analytics solutions, including leading indicators
• Apply advanced analytics, experimentation, predictive modeling, segmentation and statistical methods
• Work with Product Managers, UX designers, engineers and stakeholders to set success metrics and shape product roadmaps
• Champion AI and emerging technologies, and evaluate new analytics approaches
• Lead, coach and develop the analytics team, building its technical expertise and storytelling skills

Required profile

• Age 18 or older, legally permitted to work in the United States
• Bachelor's degree or equivalent in a related field
• Preferred: 5-7+ years of experience in analytics, customer experience, product analytics, strategy, consulting or operations analytics
• Demonstrated experience leading analytical initiatives and partnering with product, operations, customer experience, supply chain or technology organizations
• Ability to solve ambiguous problems with structured analytical approaches

Required skills

• Advanced SQL and experience with large-scale datasets
• Tableau or similar visualization and business intelligence platforms
• Preferred: Python, R or other advanced analytical tools, and AI-enabled analytics tools