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 escalate. The role works with Delivery, Supply Chain, Product, Customer Experience, Operations, Contact Centers and Technology teams to turn complex data into actionable strategies, and reports to a Senior Manager, Decision Analytics.

Key responsibilities

• Lead analysts in measuring and improving Enterprise Customer Delivery Experience performance
• Partner with senior leaders to identify customer pain points and turn strategic goals into measurable outcomes
• Build customer-centric analytics that find root causes of delivery friction and influence business decisions
• Design measurement frameworks, KPIs and analytics solutions, including leading indicators for proactive improvement
• 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 and scale innovative analytics approaches
• Lead, coach and develop the analytics team, building its technical expertise, stakeholder management and storytelling skills

Required profile

• Age 18 or older and legally permitted to work in the United States
• Preferred: master's degree in analytics, data science, business, information systems, operations research, economics, statistics or a related field
• Preferred: 5-7+ years of experience in analytics, customer experience, product analytics, strategy, consulting, operations analytics or related fields
• Demonstrated experience leading analytical initiatives that influenced business strategy or customer experience outcomes
• Ability to solve ambiguous problems with structured analytical approaches

Required skills

• Advanced proficiency in SQL and experience with large-scale datasets
• Strong experience with Tableau or similar visualization and business intelligence platforms
• Experience with Python, R or other advanced analytical tools
• Experience partnering with product, operations, customer experience, supply chain or technology organizations