{"schemaVersion":"jobsearcher.job.v1","id":"61df165b1918ffebfbcd090b","url":"https://jobsearcher.com/jobs/61df165b1918ffebfbcd090b","canonicalUrl":"https://jobsearcher.com/jobs/61df165b1918ffebfbcd090b","title":"Manager, Customer Experience Analytics","description":"Summary\nPosition Summary\n\nThe Manager, Customer Experience Analytics is responsible for transforming customer experience and operational data into clear, actionable insights that drive business decisions and measurable results. This role owns the customer experience analytics strategy, insight generation, and performance storytelling across Voice of the Customer (VoC), call center interactions, sales and service operations.\n\nOperating at the intersection of customer feedback, contact center performance, sales and operations, the Experience Analytics Manager partners closely with Experience Program Managers, IT, Customer Support, Operations, and Sales to identify trends, root causes, and improvement opportunities across the end-to-end customer journey.\n\nThe ideal candidate is a strong analytical thinker and storyteller—capable of synthesizing complex customer and operational data into insights that influence leaders, guide prioritization, and connect experience outcomes to financial and service performance.\nJob Description\nEssential Job Functions\nCustomer Experience Analytics Strategy\nDefine and own the enterprise customer experience analytics framework.\nEstablish standardized CX and VoC metrics, KPIs, and success measures aligned to business objectives.\nEnsure consistency in metric definitions, benchmarks, and reporting across cities, pods, and customer segments.\nPartner with experience and business leaders to prioritize analytical focus areas tied to outcomes.\nData Analysis & Insight Generation\nAnalyze customer feedback, call center interaction data, sales and service performance metrics to identify trends, drivers, and root causes for action.\nPerform driver analysis, correlation analysis, and segmentation to uncover what most impacts satisfaction, loyalty, and customer effort.\nLeverage structured and unstructured data (e.g., survey results, call notes, verbatims, city relationships) to surface actionable insights.\nIdentify leading and lagging indicators of customer churn, repeat contact, escalations, and service risk.\nPerformance Reporting & Storytelling\nDevelop executive-ready insights, narratives, and visualizations that translate data into decisions.\nProduce recurring insights reports (monthly, quarterly, annual) highlighting performance, risks, and opportunities.\nCreate comparative views by city, pod, customer segment, service type, and channel.\nSupport leadership reviews with data-driven recommendations and clear calls to action.\nOperational & Financial Impact\nConnect customer experience metrics to operational outcomes such as sales, on time service delivery, service level, first-contact resolution, transfers, and resolution time.\nPartner with Finance and Operations to quantify the financial impact of CX improvements (cost reduction, retention, revenue protection).\nTrack improvement initiatives and validate outcomes against baseline performance.\nSupport ROI measurement for customer experience programs and investments.\nCross-Functional Partnership\nCollaborate with Experience Program Managers to ensure analytics requirements are embedded into experience program design and initiatives.\nPartner with IT and data teams to ensure data quality, integrity, and accessibility.\nWork closely with Customer Support, Operations, and Sales to validate insights and drive action.\nSupport leaders and managers in interpreting data and applying insights to performance management and improvement efforts.\nEnablement & Analytics Maturity\nBuild analytics capability across the organization through education, standards, and best practices.\nCreate templates, scorecards, and insight frameworks to support consistent interpretation.\nCoach leaders and teams on using experience data to inform decisions and improvement efforts.\nContinuously evolve analytics approaches as experience programs mature.\nBenefits:\nCompetitive wages\nComprehensive benefit package Medical, Dental, Vision\n401K\nLife Insurance\nPaid Vacation and Sick Time\nCareer plan\nRecognition programs\nProfessional development learning\nAn exceptional work environment\n\nAthens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran","company":"Arakelian Enterprises","rawCompany":"arakelian enterprises","city":"Irwindale","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-04-14T11:09:05.966Z","occupations":[{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"},{"code":"15-2031.00","title":"Operations Research Analysts","slug":"operations-research-analysts"},{"code":"13-1161.00","title":"Market Research Analysts and Marketing Specialists","slug":"market-research-analysts-and-marketing-specialists"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"541618","title":"Other Management Consulting Services","slug":"other-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, Customer Experience Analytics","description":"Summary\nPosition Summary\n\nThe Manager, Customer Experience Analytics is responsible for transforming customer experience and operational data into clear, actionable insights that drive business decisions and measurable results. This role owns the customer experience analytics strategy, insight generation, and performance storytelling across Voice of the Customer (VoC), call center interactions, sales and service operations.\n\nOperating at the intersection of customer feedback, contact center performance, sales and operations, the Experience Analytics Manager partners closely with Experience Program Managers, IT, Customer Support, Operations, and Sales to identify trends, root causes, and improvement opportunities across the end-to-end customer journey.\n\nThe ideal candidate is a strong analytical thinker and storyteller—capable of synthesizing complex customer and operational data into insights that influence leaders, guide prioritization, and connect experience outcomes to financial and service performance.\nJob Description\nEssential Job Functions\nCustomer Experience Analytics Strategy\nDefine and own the enterprise customer experience analytics framework.\nEstablish standardized CX and VoC metrics, KPIs, and success measures aligned to business objectives.\nEnsure consistency in metric definitions, benchmarks, and reporting across cities, pods, and customer segments.\nPartner with experience and business leaders to prioritize analytical focus areas tied to outcomes.\nData Analysis & Insight Generation\nAnalyze customer feedback, call center interaction data, sales and service performance metrics to identify trends, drivers, and root causes for action.\nPerform driver analysis, correlation analysis, and segmentation to uncover what most impacts satisfaction, loyalty, and customer effort.\nLeverage structured and unstructured data (e.g., survey results, call notes, verbatims, city relationships) to surface actionable insights.\nIdentify leading and lagging indicators of customer churn, repeat contact, escalations, and service risk.\nPerformance Reporting & Storytelling\nDevelop executive-ready insights, narratives, and visualizations that translate data into decisions.\nProduce recurring insights reports (monthly, quarterly, annual) highlighting performance, risks, and opportunities.\nCreate comparative views by city, pod, customer segment, service type, and channel.\nSupport leadership reviews with data-driven recommendations and clear calls to action.\nOperational & Financial Impact\nConnect customer experience metrics to operational outcomes such as sales, on time service delivery, service level, first-contact resolution, transfers, and resolution time.\nPartner with Finance and Operations to quantify the financial impact of CX improvements (cost reduction, retention, revenue protection).\nTrack improvement initiatives and validate outcomes against baseline performance.\nSupport ROI measurement for customer experience programs and investments.\nCross-Functional Partnership\nCollaborate with Experience Program Managers to ensure analytics requirements are embedded into experience program design and initiatives.\nPartner with IT and data teams to ensure data quality, integrity, and accessibility.\nWork closely with Customer Support, Operations, and Sales to validate insights and drive action.\nSupport leaders and managers in interpreting data and applying insights to performance management and improvement efforts.\nEnablement & Analytics Maturity\nBuild analytics capability across the organization through education, standards, and best practices.\nCreate templates, scorecards, and insight frameworks to support consistent interpretation.\nCoach leaders and teams on using experience data to inform decisions and improvement efforts.\nContinuously evolve analytics approaches as experience programs mature.\nBenefits:\nCompetitive wages\nComprehensive benefit package Medical, Dental, Vision\n401K\nLife Insurance\nPaid Vacation and Sick Time\nCareer plan\nRecognition programs\nProfessional development learning\nAn exceptional work environment\n\nAthens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran","datePosted":"2026-04-14T11:09:05.966Z","dateModified":"2026-04-14T11:09:05.966Z","hiringOrganization":{"@type":"Organization","name":"Arakelian Enterprises","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Irwindale","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"61df165b1918ffebfbcd090b"},"url":"https://jobsearcher.com/jobs/61df165b1918ffebfbcd090b"}}