CX Insights KPI Tracking

Develop and maintain CX performance dashboards and reports, ensuring key insights are available for decision-making.
Analyze trends and performance drivers, correlating KPI shifts with customer experience initiatives and operational changes.
Forecast how future improvements will impact key CX metrics.
Communicate findings in a clear, data-driven manner to influence business decisions at all levels.

Data Analysis Reporting

Partner with Program Managers to develop KPI reporting frameworks for transformational programs.
Collaborate with customer-facing teams to define metrics, design dashboards, and provide regular operational reporting.
Work closely with multiple data teams and resources across the company to create, maintain, and report on key CX metrics, ensuring alignment and consistency in data insights.
Synthesize insights across case trends, escalations, and operational data to uncover improvement opportunities.
Build scalable reporting tools and dashboards using Power BI, Salesforce, and Tableau.
Ensure data accuracy, consistency, and integrity through structured data gathering, cleaning, and transformation.

Strategic Business Impact

Develop business cases that support customer experience and operational enhancements.
Lead cross-functional initiatives, working closely with business leaders to identify data-driven opportunities.
Deliver executive-level reports and presentations that influence strategic CX decisions.
Define and track KPIs that measure the effectiveness of business initiatives and their impact on customers.
Work collaboratively with stakeholders to prioritize and enable effective execution of CX improvements.

What You Need to Succeed

10+ years of experience in data analysis, insights generation, and reporting delivering measurable business impact.
Experience tracking operational performance for customer facing support teams, such as experience on case trend analysis, support performance, and customer experience insights

Customer Data Insights Analyst