Manager/CX Insights & Data Science-Consumer & Business

Overview

The Manager - Business Analytics & Insights will play a pivotal role in synthesizing complex data into actionable insights, creating reports and dashboards, and identifying opportunities to enhance the Net Promoter Score (NPS).

Responsibilities

• Analytics & Reporting: Design, develop, and maintain reports and dashboards that track NPS, internal metrics, operational KPIs, customer channels, and episodes across various touchpoints.
• Conduct regular and ad-hoc analyses of customer feedback, blending internal metrics and usage data to identify trends, issues, and opportunities. Prepare relevant reports for different stakeholders on regular (daily, weekly, and monthly) and ad-hoc basis.
• Present complex data in an understandable and actionable format to different stakeholders, including senior management, operational teams, and external partners.
• Insight Generation & Strategic Influence: Convert complex data into clear, actionable insights that address customer pain points and highlight areas of opportunity; create regular reports and presentations for senior management detailing findings and recommendations, influencing strategic direction and decision-making.
• Stakeholder Engagement: Act as a key point of contact for Business analytics-related inquiries from stakeholders and provide expert advice on data interpretation and decision-making; work closely with product management, marketing, customer service, and IT teams to implement feedback-driven improvements and monitor performance; advocate for customer-centric changes and ensure the voice of the customer is integrated into BRDs, decision-making processes, etc.; collaborate with IT, Marketing, Sales to ensure alignment on data needs and the integration of systems for seamless data collection and analysis.
• Support CX deep dives by providing actionable insights that are linked to business objectives/desired outcomes.
• Strategy & Team Management: Co-develop and implement a comprehensive analytics strategy for the Business segment that aligns with the company's goals and customer experience objectives; recommend and implement improvements in data integration, analysis, and reporting practices to enhance accuracy and efficiency; drive automation initiatives for efficiency and timely delivery of outcomes.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Data or Computer Science or related fields
• Master's degree in these fields preferred
• Minimum 8 years of analytics experience, with emphasis on B2B analytics; strong proficiency in data analysis tools and software (e.g., SQL, Python, Tableau, Power BI).
• Deep understanding of telecom and customer experience metrics

We thank all applicants for their interest; however only those shortlisted for an interview will be contacted. If you have not heard from us within two weeks of your application, please consider your application as unsuccessful.

We are committed to creating an inclusive environment for all. We welcome and encourage all people to apply, regardless of gender, background, age and abilities. If you require an adjustment or accommodation to the selection process, please send your request to DiversityEquity&