Director of Customer Experience Data & Analytics

Job Description

The Director of Customer Experience (CX) Data and Analytics will lead the organization's efforts to enhance customer satisfaction, retention, and loyalty by combining deep data analysis with strategic insights. This role requires integrating operational, sales, and supply chain data with customer feedback to craft a holistic view of the customer journey and opportunities. The ideal candidate will have a strong technical acumen, the ability to work closely with IT, Finance and Sales, and expertise in leveraging advanced analytics tools and dashboards to tell a compelling customer story. By aligning cross-functional data, this leader will empower Sales and Customer Success teams with actionable insights to drive growth and customer satisfaction.

Job Responsibilities:

Customer Data Strategy & Analysis

• Develop and execute a robust data strategy that integrates customer feedback with operational, sales, and supply chain data to create a comprehensive understanding of customer behaviors and needs.

• Partner with IT to establish and maintain data infrastructure, including data lakes, warehouses, and pipelines, ensuring data integrity and accessibility across teams.

• Utilize advanced analytics, predictive modeling, and segmentation to identify patterns, opportunities, and risks in the customer experience.

 

Voice of the Customer (VoC) Programs

• Lead VoC initiatives to gather actionable insights from surveys and other feedback channels.

• Synthesize customer sentiment and feedback with operational and sales data to deliver a 360-degree view of the customer experience.

• Present customer insights and recommendations to senior leadership to drive strategic priorities.

 

Integration of Cross-Functional Data

• Collaborate with Sales, Supply Chain, and Operations teams to align data streams and create meaningful connections between operational performance and customer outcomes.

• Use integrated data to identify bottlenecks or misalignments in the customer journey and recommend process improvements.

• Work with Finance to assess the financial impact of CX strategies, connecting metrics such as retention and satisfaction to revenue outcomes.

 

CX Metrics and Dashboarding

• Define, track, and measure key CX metrics (e.g., NPS, CSAT, churn rate), ensuring they are aligned with business goals.

• Partner with IT to build and maintain interactive dashboards (e.g., Tableau, Power BI) that visualize CX performance, enabling teams to monitor trends in real-time.

• Train stakeholders on dashboard tools and ensure the adoption of CX metrics across Sales, Customer Success, and Operations.

 

Customer Retention and Growth Analysis

• Analyze integrated data sets to identify early warning signs of customer dissatisfaction or churn.

• Design and implement proactive strategies to address customer pain points, ensuring alignment with Sales and Customer Success teams.

• Leverage customer insights to support upselling, cross-selling, and growth initiatives, working in close partnership with Sales teams.

 

Collaboration and Leadership

• Act as a liaison between IT, Finance, and customer-facing teams to ensure alignment on data priorities and resources.

• Partner with IT to improve data governance, ensure security, and enhance the functionality of analytics platforms.

• Work closely with Finance to evaluate the ROI of customer experience initiatives and tie insights to business value.

• Lead a high-performing team of analysts and foster a culture of data-driven decision-making.

Qualifications:

• Bachelor’s degree in Business, Data Science, Analytics, or related field (Master’s preferred).

• 10+ years of experience in CX, data analytics, or related fields, with a strong track record of integrating cross-functional data to inform strategic decisions.

• Experience working with Sales, Supply Chain, and Customer Success teams, translating data insights into actionable strategies.

• Strong technical acumen, with the ability to collaborate effectively with IT and Finance teams.

• Proven ability to lead teams, manage complex projects, and influence stakeholders across multiple levels of the organization.

• Exceptional communication skills, with the ability to translate complex data into compelling narratives for diverse audiences.

 

Work Schedule

This position is l