Lead, Customer Insights

Role Overview;

The Lead of Customer Insights is a highly analytical role dedicated to managing and interpreting the Voice of the Customer (VoC). Reporting to the Manager of Customer Journey & Excellence, this professional will own the VoC dashboard infrastructure, leveraging data from Microsoft Dynamics CRM to uncover trends, track core metrics, and present compelling, data-driven narratives to executive leadership and cross-functional business lines.

Key Responsibilities

• Dashboard Management: Oversee and optimize the multi-tiered Power BI VoC dashboard. Ensure accurate integration of customer sentiment data across all channels (Contact Center, Chat, Email, IVR, Mobile App, Website, and Complaints).
• Data Analytics & KPI Tracking: Continuously monitor and analyze primary performance indicators, including Customer Satisfaction (CSAT), Customer Effort Score (CES), and DGE-escalated complaints. Identify root causes of negative sentiment and build correlations between operational metrics and customer satisfaction.
• Value Realization & Storytelling: Translate raw quantitative and qualitative data into actionable insights. Develop heat maps, executive summaries, and value realization reports.
• Stakeholder Enablement: Provide tailored data insights to various business lines to support specific process improvements and operational efficiency goals.
• Government Reporting Support: Lead the data extraction and reporting required for the Customer Delight and Mystery Shopper evaluations. Ensure meticulous tracking and timely submission of all requested analytical frameworks.

Skillset

• Analytical Skills: Advanced analytical knowledge with the ability to structure complex datasets and extract the right insights to drive strategic, organization-wide action.
• Business & Financial Acumen: Strong financial and project management understanding required to build data-driven business cases and measure the financial value realization of CX initiatives.
• Communication & Presentation: Expert at data storytelling, possessing a strong ability to distill complex data into clear, executive-level PowerPoint decks and presentations for leadership.

Qualifications & Experience

• Qualification: Bachelor's degree in Business Administration, Engineering or equivalent.
• Experience: 7-10 years of deep expertise in data analytics, customer insights, or business intelligence, preferably within a customer service or utility framework.
• Professional Certifications: Project Management Professional (PMP) or equivalent formal project management qualification is required. Microsoft Power BI Data Analyst Associate, Certified Customer Experience Professional (CCXP), or advanced degrees in Data Analytics/Statistics are highly recommended.

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