Manager, Customer Experience Analytics

WEX Inc   •  

South Portland, ME

Industry: Accounting, Finance & Insurance

  •  

11 - 15 years

Posted 36 days ago

Description

WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. If you are looking for a growing career – come be part of WEX today!

Manager of Customer Experience Analytics

is responsible for analytics and management of all data from customer facing tools and feedback including, but not limited to, Salesforce Service Cloud case data, speech analytics, IVR, and qualitative and quantitative surveys and feedback. In addition, the role will be responsible for the development and management of customer experience quality scoring throughout customer facing teams within the organization. The role will lead a new team of data, insights and quality analysts responsible for delivering deep level insights from customer touch point data sources and tie it to business activities and customer attributes in order to drive action plans that reduce customer effort and calls into the contact center. This position is accountable for delivering actionable and real-time customer insights to measure the impacts of business and technology events and customer pain points as well as develop a structured process and framework for quality coaching and feedback metrics and scoring. The Mgr, Customer Experience Analytics will help develop prioritization and impact analysis of customer experience initiatives across the business, investment optimization, maintaining a robust data environment while continuously evaluating and improving data sources, structures, and tools. The successful candidate will be able to “get into the weeds and do the work” while developing and implementing a long term roadmap in conjunction with executive leadership. This position requires a hands-on leader with experience in building teams and mentoring staff.

Principal Accountabilities:

  • Ownership of the customer experience analytics function within
    WEX: creation of actionable insights to drive business initiatives and action
    to improve the customer experience through our processes, tools and customer
    facing interactions.
  • Lead the Customer Experience analytics and quality teams.
  • Develop integrated data streams and databases from disparate
    structured and unstructured data sources to deliver stories and insights to the
    business
    • ensuring data integrity,
      hygiene and functionality

      (2) overseeing the analytic toolset
      (Salesforce Service Cloud, Calabrio Speech, IVR, SAS, SQL, Tableau, etc)
    • Continue to evolve the
      data infrastructure to support omni-channel insights and strategies.
  • Development and ongoing management, tracking and reporting of
    success metrics tied to CX initiatives
  • Development of analytics and dashboards for real-time reporting
    of customer feedback and pain points
  • Consolidate qualitative and quantitative data into deep insights
    for inputs into a continuous feedback loop of customer experience initiatives
    across the enterprise
  • Identify and leverage the latest analytics tools and
    technologies to drive efficiency and accuracy of key learnings
  • Prioritization and road mapping of insights and data management
    initiatives
  • Work with cross-functional analytics and technology teams across
    the business to develop customer segmentation efforts and integrate them into
    customer records within the Salesforce Service console to enable a more
    customized servicing experience
  • Support ongoing and ad-hoc reporting requests for the contact
    center operations
  • Leverage a deep understanding predictive analytics, BIG DATA and
    new technologies to lead the development of insight modelling that will drive
    prioritization of product, marketing and technology initiatives that will
    improve customer experience and satisfaction
  • Leverage existing data sources and identify and implement
    additional data sources to develop and manage a quality scoring system across
    all customer facing teams. Develop structure, data, tools, processes and
    rigor for use by managers and team leads of customer facing teams for coaching
    and feedback
  • Identify opportunities for automation of key reporting to
    deliver speed and efficiency
  • Oversee the execution of the Analytics roadmap and adherence to
    budget.
  • Mentor staff and increase the analytic capability and capacity
    of the PRO organization.

Qualifications

Minimum Required Qualifications for Consideration

  • Bachelor’s degree in analytic field
  • 10+ years experience in analytics field
  • 4 years in a leadership role
  • Advanced expertise in utilizing complex analytic techniques to
    drive key insights from disparate qualitative and quantitative data – not
    limited to unstructured text analysis of large data sets, predictive modeling,
    clustering, and regression tress (CART), data mining, and optimization
    techniques
  • Proficient in utilizing statistical methods to test hypothesis,
    develop insights, and make recommendations.
  • Exceptional quantitative, analytical, and problem solving skills
  • Experience in development and maintenance of analytical
    dashboards through tools such as Salesforce Einstein and Tableau that can be
    easily accessed and used by business users
  • Ability to manage multiple projects and deliver against
    aggressive goals
  • Assess and coach analysts on new skills and analysis techniques
  • Proficiency in data-mining software such as SAS/SQL or
    equivalent
  • Advanced capabilities in extracting and manipulating large data
    sets
  • Accomplished change leader: demonstrates a flexible approach and
    resilience to setbacks and able to drive operating and culture change:
    long-term vision and leadership stamina to maintain course within a constantly
    changing environment
  • Ability to communicate with both highly technical and
    non-technical individuals to drive understanding and inspire creativity
  • Provide strong leadership, develop and set individual and
    departmental performance goals
  • Excellent organizational skills and attention to detail a must
  • Experience in team leadership and coordinating across multiple
    business units preferred
  • Unique customer focus. Strong record of achievement in applying
    a customer mindset to shape solutions and approaches and to realize marketplace
    potential/achieve financial goals
  • Must have a track record of aligning activities with business
    strategies and measuring impact
  • Well-developed interpersonal skills. Ability to get along
    with diverse personalities.
  • Ability to establish credibility and be decisive – but able to
    recognize and support the organization’s preferences and priorities

Preferred Qualifications:

  • Expert knowledge of analytic solutions platforms, software, partners, and emerging trends.
  • Advanced degree in Mathematics, Statistics, Econometrics, Research or other quantitative

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