Mgr Customer Insights and Analytics - PCC

Introduction

Distribution / Logistics

Mgr, Customer Insights and Analytics works under minimal supervision of the Sr. Director of Customer Operations, referring only exceptional problems and issues for management review or approval. The Manager, Customer Insights & Analytics works closely with our customers and suppliers, providing an in-depth range of customer‑related data analysis and reporting. Specifically, the Manager collects and analyzes customer data to identify strengths and opportunities, contributes to the development of a customer‑focused customer experience (CX) roadmap, manages and reports on the execution of the roadmap, and collaborates cross‑functionally with stakeholders to turn data insights into actions that provide measurable improvements to the customer experience.

The Manager monitors and measures the impact of customer experience initiatives and KPIs to identify ongoing enhancements. Additionally, the Manager leads the demand planning process for the TIDC and delivers accurate forecasts through data analytics in combination with coherent demand storylines, supplying Senior Leadership with operational direction regarding demand planning, forecasting, and sales and operational planning.

• Develops and implements processes to collect, measure, and gain insights from customer data across multiple data sources, building a robust CX Insights Program.
• Oversees VOC text and sentiment collection from multiple data sources including Quality Management System, JD Edwards Enterprise One, client survey data, compliments, complaints, SLA performance, and case management systems.
• Evaluates VOC responses and partners cross‑functionally with CX to ensure timely outreach to dissatisfied clients.
• Gathers data, assesses data hygiene, develops dashboard design, and applies statistical analysis and storytelling to deliver a regular cadence of customer reporting.
• Identifies customer segments for targeted approaches for increasing revenue and retaining clients and lifecycle mapping.
• Creates leading indicator dashboards to leverage business opportunities or implement early corrective actions for at‑risk accounts.
• Researches and benchmarks customer experience against like businesses and builds business cases for initiatives; monitors industry trends and techniques, including the impact of AI on data and metrics.
• Builds cross‑functional partnerships to provide insights and turn findings into improved customer experiences, transforming the business to be more customer‑centric.
• Presents findings that improve our understanding of customer experience through executive summaries and briefings.
• Recommends changes to help drive data‑based strategic decision making.
• Drives continuous improvements in planning and execution.
• Directs and develops the scheduling and production support staff, providing guidance and training with constructive feedback and conducts performance evaluations regularly.
• Leads the planning process for TIDC and delivers accurate forecasts through data analytics in combination with coherent demand storylines.

• Bachelor's Degree or the equivalent combination of education and work experience. Minimum eight years of experience in a similar role.
• Leadership skills with ability to manage and develop a team, providing constructive feedback and evaluating performance.
• Strong abilities in data analytics and research.
• Knowledge of CX disciplines and metrics including loyalty, satisfaction, and net promoter score.
• Understanding of qualitative and quantitative research to assess customer value and customer journey.
• Flexible with ability to manage multiple priorities and work under pressure.
• Extensive experience in gathering and interpreting customer experience information.
• Proficiency in MS Office and Power BI.
• Exceptional interpersonal skills and customer‑centered approach.
• Collaborator with ability to work effectively across diverse departments.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.