CX Insights Manager

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Requirements:

• 7+ years of experience in a data-driven customer experience or business insights role in a SaaS or technology environment
• In depth understanding of CX metrics and KPIs, including Support
• Proficiency in data visualization and analytics tools such as Tableau, Power BI or similar platforms
• Solid knowledge of database concepts and hands-on experience with SQL and Python and advanced Excel/Google Sheets skills
• Hands-on experience extracting, cleaning, and analyzing data from multiple sources, including CRM (Salesforce) and Support platforms
• Experience with data for AI in corporate environments and driving business improvements with AI
• Ability to translate complex data into clear, compelling insights for non-technical stakeholders.
• Strong communication and presentation skills, with experience creating executive-level reports and presentations and bridging technical and non-technical audiences
• A highly organized and detail-oriented mindset, with the ability to manage multiple data requests and reporting needs.
• A passion for customer experience and a data-driven approach to problem-solving.
• Bachelor’s degree in Computer Science, Data Science, Engineering, Mathematics, or a related field.

Responsibilities:

• Collaborate with leadership to identify challenges and key questions that can be addressed through data and execute projects to answer those questions and overcome those challenges
• Be the go-to expert on CX information and metrics, providing a deep understanding of the data sources, ensuring data accuracy and consistency, resolving issues in source data/CX systems and making sure all use of the information complies with EDB’s security and data privacy policies
• Ensure CX-related information is well-organized, accessible, and structured in a way that supports key business functions
• Translate data into digestible impactful narratives for key stakeholders. Provide meaningful recommendations based on data analysis to improve all of the CX functions including the customer journey, retention, and satisfaction.
• Identify and drive AI-driven initiatives that enhance CX efficiency and scalability
• Partner with the Data and Analytics team to design and refine dashboards that track key CX performance metrics and make relevant CX data available to other teams to support their roles
• Pull, combine, and analyze data from multiple sources beyond standard dashboards for deeper insights or ad hoc requests. Work with the Data and Analytics team to incorporate relevant additions to the standard dashboards
• Communicate findings and insights effectively to both technical and non-technical audiences