Director Customer Experience & Analytics

As a Director of Customer Experience Analytics at our company, you will play a crucial role in integrating, monitoring, and continuously improving customer experience metrics across engineering and operations. Your responsibilities will involve collaborating closely with engineering teams to define data-driven metrics, build monitoring frameworks, and present insights to executive leadership. Here's what you can expect in this role: Responsibilities: - Proactive & Real-Time Monitoring: Design and implement systems for real-time and proactive monitoring of parameters influencing customer experience. - Executive Dashboard Ownership: Lead the development of a unified dashboard consolidating key metrics for leadership visibility. - Customer Health Index: Define and maintain a RAG model to quantify customer experience health. - Cross-Team Integration: Collaborate with various teams to identify gaps, reuse monitoring, and define new requirements. - Anomaly Detection Strategy: Define severity levels, detection logic, and automation for anomalies. - Roadmap & Governance: Own the roadmap for customer experience analytics, ensuring alignment with business priorities. - Bridge Technical and Executive Insights: Provide actionable data translating technical insights for executive decision-making. Key Skills and Qualifications: Must-Have Skills: - Program Leadership: Experience in driving cross-functional initiatives with measurable outcomes. - Collaboration & Influence: Ability to align diverse teams toward a common strategy. - Analytical Thinking: Interpret data, identify trends, and translate insights into action. - Monitoring Strategy: Familiarity with observability tools, alerting systems, and health metrics. - Hands-on Coding: Strong programming skills in Python or Java. - Communication: Strong collaboration and communication skills. Good-to-Have Technical Skills: - Experience with data pipelines, SQL/NoSQL, and cloud platforms. - Familiarity with big data technologies. - Visualization tools like Power BI or Tableau. - Machine learning knowledge. - Cloud Platforms: Familiarity with AWS or Google Cloud. Qualifications: - Education: Bachelors degree in Engineering, Computer Science, Data Science, or related field. Masters degree is a plus. - Experience: 15-20 years in data analysis and technical roles. Join us in this exciting role where you will lead the way in enhancing customer experience analytics and making a significant impact on our organization.,