Mgr Customer Insights and Analytics - PCC

Overview

Mgr, Customer Insights and Analytics
Distribution / Logistics
Wilmington, OH

At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We’d love for you to join us and make your mark on the future of technology.

• 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 approach 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 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 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.