Director of Customer Experience (CX) Analytics

Overview

Responsibilities

• Define the long-term vision and methodology for measuring customer experience across all digital and physical touchpoints.
• Build and manage a team of data analysts and researchers focused on customer behavior and sentiment.
• Oversee the development of predictive models to identify customers at risk of churning.
• Present monthly performance reports to the executive team detailing the impact of CX initiatives on revenue.
• Collaborate with product and engineering teams to integrate feedback loops into the core customer journey.
• Establish data governance standards to ensure the accuracy and privacy of customer information across systems.
• Advocate for customer-centric process changes based on quantitative funnel analysis and qualitative feedback.

Qualifications

• A bachelor's or master's degree in statistics, data science, economics, or a related quantitative field.
• Extensive experience in data modeling and visualization using tools such as SQL, Python, or Tableau.
• Proven track record of managing large-scale analytics projects within a corporate or high-growth environment.
• Expertise in designing and analyzing customer surveys and experimental frameworks like A/B testing.
• Deep understanding of CRM systems and modern marketing technology stacks.
• Strong leadership experience in managing professional analytical teams.

Nice to have

• Advanced certification in specific CX methodologies like Forrester or Medallia frameworks.
• Experience with machine learning applications for natural language processing of customer feedback.
• Previous tenure in a specialized management consulting role focusing on digital transformation.

Work environment

• Typical work occurs in a modern office or hybrid setting with high reliance on digital collaboration tools.
• The role involves frequent interaction with stakeholders in marketing, product, and customer success departments.
• Standard business hours are common, though major project launches may require occasional extended time.
• Primary tools include cloud data warehouses, business intelligence platforms, and customer feedback management software.

Benefits & growth

• Total compensation packages often include significant performance-based bonuses tied to retention targets.
• Career progression leads toward executive roles such as Chief Customer Officer or VP of Operations.
• Opportunities for professional development exist through specialized analytics conferences and leadership training.
• Stock options or equity grants are common incentives in technology-driven organizations.