CX Senior Director, Business Analytics
Description
Responsibilities
Define CX operational and financial KPIs to measure value creation and service outcomes.
• Lead performance reporting and data storytelling to senior leaders and the board.
• Analyze trends in cost-to-serve, margin impact, and customer retention to guide investments.
• Benchmark performance against industry standards.
• Collaborate across teams to improve accuracy, consistency, and actionability of analytics dashboards.
Qualifications
• Bachelor’s in Finance, Business, or Economics (Master’s preferred).
• 8+ years in business data analytics or performance strategy or data driven operations roles.
• Advanced knowledge of analytics frameworks, BI tools, and financial modeling.
Success Metrics:
• Improved insight into CX cost-effectiveness.
• Better prioritization of investments based on client and financial data.
• Increased adoption of analytics standards and KPIs across divisions.