Senior Director, Global Cx, Analytics and Insights
Our purpose is to positively impact people’s lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.
OVERVIEW:
The Senior Director Analytics CX combines analytical prowess with a deep understanding of customer behavior. This role plays a pivotal role in shaping data-driven decisions that directly impact customer satisfaction and business success.
RESPONSIBILITIES:
Here are the primary aspects of this role:
- Data-Driven Insights: The Senior Director analyzes vast amounts of customer data to extract meaningful insights. They identify patterns, trends, and opportunities that impact customer satisfaction, loyalty, and overall experience.
- Performance Metrics: This role involves defining and tracking key performance indicators (KPIs) related to contact center operations and consumer experience including, NPS, CSAT, Effort and other measurements. In addition, this role approaches problem solving with an analytics approach to understand what data is available to quantify issues and potential solutions.
- Insights: Leveraging available data, identity insights that reduce consumer effort, improve KPIs, drive consumer loyalty, and improve products.
- Voice of the Consumer Lead a team that uses data to represent the voice of the consumer across the organization specifically where process, process, and product changes can drive improvements and reduce consumer effort.
ATTRIBUTES AND SKILLS:
- Bachelor degree preferred
- 7+ years’ experience with proven experience in an analytics and insights role in a global organization.
- Experience using project management tools, technology, and workflows.
- Advanced Analytics: Proficiency in statistical tools (e.g., R, Python) and data visualization platforms (e.g., Tableau) is essential.
- Business Acumen: Understanding business objectives and translating data insights into actionable strategies is vital.
- Communication: The ability to convey complex findings to non-technical stakeholders is crucial.
- Ethical Data Use: Handling customer data ethically and ensuring compliance with privacy regulations.
- Innovation: Staying abreast of analytics trends and exploring novel approaches to enhance CX.
- Ability to lead people and partner with team members in a sophisticated, multinational setting.
- Strong communication, prioritization, and problem-solving skills.
- Ability to adapt to changing priorities and lead multiple tasks simultaneously.
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSET
- Lead us to be “RARELY SATISFIED”
- Make things better each day; “PROGRESS OVER PERFECTION”
- Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE”
- Deliver something great; “WINNING IS A TEAM SPORT”
- Be clear and honest, “COMMUNICATING FOR IMPACT”
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We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]
