10Roof has an outstanding opportunity for an SVP of Cx Analytics in NY, NY.
This is an opportunity to join a startup group within a fortune 20 company.
This new group is responsible for providing insight, analytics and driving customer experience improvements by focusing on transforming the most important customer journeys across channels.
The SVP, Cx Analytics is responsible for leading the strategy for customer experience analytics.
Core responsibilities including leading a team of analysts that inform and shape customer experience strategy with a primary focus on driving customer journey analytics.
The SVP would utilize best in class tools and techniques to support customer journey analytics, driving development of use cases and key metrics to support customer experience improvements across priority journeys.
This person would work closely with journey managers, channel owners and associated teams to inform journey roadmap development/ evolution.
They will be responsible for analyzing, and monitoring key performance indicators, provide actionable recommendation We are seeking a talented leader with strengths in strategy, analytics, communication and partnership.
Key Responsibilities: Lead team focus on driving insights that greatly inform the Customer Experience strategy and roadmap Develop a plan to ensure that the Analytics team is delivering value to the organization thru the quality of insights and recommendations
– measured by customer impact and feasibility Utilize best in class tools and techniques to bring data and information together to know the customer better than anyone; This includes the use of a Customer Experience Analytics tool which aggregates customer touch points to create an omni-channel view of our customers journeys.
Contribute to design, production and direction of key customer experience reports and cross-channel KPIs Drive customer journey definitions and prioritization as well as the form factor it is presented in.
Synthesize information available (both qualitative and quantitative) and formulate strategic recommendations.Responsible for packaging recommendations into presentations for highest levels of leadership in the organization Support Journey Owner in developing and evolving key journey roadmaps based on client and business needs, market trends, and customer insights Qualifications: Ability to form strong internal partnerships and collaborate across lines of business.
Strength in developing an analytics book of work to drive the Customer Experience agenda Analytical strengths to lead the management of our customer experience analytics platform and interact with analysts and strategists across our franchise.
Proven ability to lead, manage and evolve a high performing team.
Relentless intellectual curiosity and passion for our customers and their experiences.
Ability to synthesize information from multiple sources into a story that rallies the organization around our strategy and actions needed to execute it.
Strong communication and presentations skills.
Excellent power point presentation skills a must.
Comfort operating in a matrix environment and managing ambiguity.
Proven track record of driving results rapidly Job Type: Full-time Pay: $130,000.00 per year Education: Bachelor&039;s (Required) Location: New York, NY (Required)