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Program Manager for Customer Insights
2 weeks ago
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The Customer Experience Specialist role at a leading transportation company involves delivering seamless and impactful customer experiences.
">This position requires a data-driven professional with a passion for analytics and customer insights to analyze customer data, surface meaningful insights, and design experiments to enhance the end-to-end customer journey.
">Responsibilities- Drive CX Programs – Oversee the planning, coordination, and execution of customer experience initiatives, ensuring programs are delivered on time, aligned to objectives, and effectively communicated across teams.">
- Identify Improvement Opportunities – Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.">
- Test and Implement Solutions – Work cross-functionally to design, test, and implement scalable initiatives that enhance the customer experience.">
- Leverage Data for Insight – Confidently query and interpret data at the appropriate level of detail, partnering with analytics experts to drive evidence-based improvements.">
- Engage Stakeholders Effectively – Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives.">
- Own BAU Work Streams – Own and maintain regular reporting processes, ensuring stakeholders have timely and reliable access to customer experience metrics and trends.">
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Essential Experience
- Consulting or in-house strategy/data & analytics experience">
- A true passion for data and advanced analytics skills or SQL are required">
- Strong communication and stakeholder management skills">
- Comfort with ambiguity and vague problem-solving">
- Curiosity, a growth mindset, and willingness to learn in a fast-paced environment">
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Desirable Experience
- Proven ability to synthesize complex data into clear, actionable insights that influence business decisions">
- Proven ability to connect customer data with broader business goals, driving measurable outcomes">
- Experience with hypothesis testing is a plus">
- Familiarity with dashboard or data visualization tools to communicate insights effectively">
