Senior Manager, Data and Analytics

Senior Manager, Data and Analytics

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles.

A Brief Overview
The Senior Manager, Data and Analytics is a key leadership position that will be responsible for collecting/analyzing customer data in order to identify opportunities to deliver and enhance the customer experience. This position participates and partners with company leaders to establish organizational plans and objectives and will have strong data analysis and leadership skills using the 'voice of the customer' and business insights to define and drive a customer experience program of improvements. In addition, the Senior Manager will be capable of building strong relationships with stakeholders in technology, product, sales, customer engagement and marketing to influence improvements that will benefit the customer. This role may lead a small team of specialized professionals or multiple programs, policies or functions of considerable scope and impact. 

Locations
United States (Remote)

What you will do

• Establish clear direction on the approach for collecting client feedback.
• Analyze qualitative and quantitative data to generate insights, leverage and consolidate transactional, behavioral, demographic, survey, and Voice of Customer (VOC) feedback data to inform stakeholders and to identify, size and address business issues and opportunities to improve NPS, revenue and retention.
• Leverage analytical tools such as, Qualtrics, Tableau, and SAS to analyze customer behavioral data and open-ended customer feedback received through various sources, including Net promoter surveys, CSAT surveys, website and app intercept feedback, product feedback, customer engagement data, and customer demographic data.
• Collaborate and influence key stakeholders to deliver customer experience improvements
• Recommend product, process and training improvements.
• Connect the insights from VOC feedback throughout the customer journey and client behaviors to TriNet’s Net Promoter Score (NPS).
• Evangelize the importance of actively listening to customers and drive changes based on what we learn from understanding what they are telling us.
• Deliver new and improved business processes and provide product insights to address customer pain points and, thereby, improves our customers’ overall satisfaction with TriNet.
• Fosters a learning culture within the team focused on coaching, regular feedback, accountability, and development that energizes colleagues.
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree in business management or related field; advanced degree-Preferred 

Experience Qualifications

• Typically 10+ years of related management experience 
• Typically 5+ years related research field experience such as customer, VOC and experience management 

Skills and Abilities

• Extensive experience related to data analysis (preferably leading a VOC team) 
• Ability to define client experience strategy and deliver to C-suite 
• Strong customer experience focus 
• Strong stakeholder management and relationship skills 
• Extensive knowledge of the Client feedback and survey best practices 
• Experience with connecting and analyzing large datasets 
• Expertise in presenting data visually to provide a clear, compelling story