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CX Planning & Insights Manager

Posted 2024-11-21

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💎 Seniority level: Manager, 4+ years

💸 Salary: 65000 - 100000 USD per year

🔍 Industry: Health and wellness technology

🏢 Company: Futurhealth

⏳ Experience: 4+ years

Requirements:
  • 4+ years of experience in customer experience, workforce management, operations, analytics, or business planning.
  • Experience with business intelligence and data analytics tools such as Metabase and Redash.
  • Proficiency in data-driven decision making and managing customer outcomes.
  • Experience using emerging technology for quality analytics and insights.
Responsibilities:
  • Develop and maintain accurate forecasting models for contact center volume across various channels.
  • Utilize advanced data analytics tools to gather and interpret customer data, identifying key trends and pain points.
  • Design and manage Voice of Customer programs, collect feedback, and measure customer satisfaction.
  • Collaborate with finance teams on budgeting and financial planning for CX initiatives.
  • Conduct ROI analysis for initiatives and prioritize projects based on insights.
  • Partner with cross-functional teams to integrate customer insights into product and marketing strategies.
  • Establish KPIs and metrics to monitor CX initiatives' effectiveness.
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