Manager, Customer Experience Analytics

Summary

Position Summary

The Manager, Customer Experience Analytics is responsible for transforming customer experience and operational data into clear, actionable insights that drive business decisions and measurable results. This role owns the customer experience analytics strategy, insight generation, and performance storytelling across Voice of the Customer (VoC), call center interactions, sales and service operations.

Operating at the intersection of customer feedback, contact center performance, sales and operations, the Experience Analytics Manager partners closely with Experience Program Managers, IT, Customer Support, Operations, and Sales to identify trends, root causes, and improvement opportunities across the end-to-end customer journey.

The ideal candidate is a strong analytical thinker and storyteller—capable of synthesizing complex customer and operational data into insights that influence leaders, guide prioritization, and connect experience outcomes to financial and service performance.

• Define and own the enterprise customer experience analytics framework.
• Establish standardized CX and VoC metrics, KPIs, and success measures aligned to business objectives.
• Ensure consistency in metric definitions, benchmarks, and reporting across cities, pods, and customer segments.
• Partner with experience and business leaders to prioritize analytical focus areas tied to outcomes.

• Analyze customer feedback, call center interaction data, sales and service performance metrics to identify trends, drivers, and root causes for action.
• Perform driver analysis, correlation analysis, and segmentation to uncover what most impacts satisfaction, loyalty, and customer effort.
• Leverage structured and unstructured data (e.g., survey results, call notes, verbatims, city relationships) to surface actionable insights.
• Identify leading and lagging indicators of customer churn, repeat contact, escalations, and service risk.

• Develop executive-ready insights, narratives, and visualizations that translate data into decisions.
• Produce recurring insights reports (monthly, quarterly, annual) highlighting performance, risks, and opportunities.
• Create comparative views by city, pod, customer segment, service type, and channel.
• Support leadership reviews with data-driven recommendations and clear calls to action.

• Connect customer experience metrics to operational outcomes such as sales, on time service delivery, service level, first-contact resolution, transfers, and resolution time.
• Partner with Finance and Operations to quantify the financial impact of CX improvements (cost reduction, retention, revenue protection).
• Track improvement initiatives and validate outcomes against baseline performance.
• Support ROI measurement for customer experience programs and investments.

• Collaborate with Experience Program Managers to ensure analytics requirements are embedded into experience program design and initiatives.
• Partner with IT and data teams to ensure data quality, integrity, and accessibility.
• Work closely with Customer Support, Operations, and Sales to validate insights and drive action.
• Support leaders and managers in interpreting data and applying insights to performance management and improvement efforts.

• Build analytics capability across the organization through education, standards, and best practices.
• Create templates, scorecards, and insight frameworks to support consistent interpretation.
• Coach leaders and teams on using experience data to inform decisions and improvement efforts.
• Continuously evolve analytics approaches as experience programs mature.

• Competitive wages
• Comprehensive benefit package Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran