Associate Manager - CX Data & Insights

Associate Manager – CX Data & Insights

BA required; analytical degree preferred
4+ years of analytically oriented business experience; CX and/or Call Center history is a bonus
Highly versed in various analytical software suites, including advanced Excel skills, and a particularly strong understanding of Relational Databases and query execution; Solid grasp of statistical analysis
Strong analytic skills and solid grasp on statistical analysis; ability to recognize trends & insights within the data
Data management abilities; ideally has experience working in Business Intelligence/Data Visualization tools (E.g., Power BI, Tableau) and Salesforce
Superb interpersonal and communication skills, with the ability to partner well with other team members
Robust organizational skills, with the ability to work both independently and collaboratively, multi-task, and adapt to change in a complex, fast-paced, and deadline-driven environment

Manage and deliver ongoing and ad-hoc reporting to drive actionable and comprehensive insights covering customer experience and recovery metrics
Create reports, dashboards, and visualizations to understand performance; confidently present learnings and make recommendations
Design and deliver ongoing and ad-hoc reporting to drive actionable and comprehensive insights covering all operational metrics
Generate innovative solutions by approaching problems with curiosity and open-mindedness, using existing data and qualitative input to their fullest potential
Own data quality and performance reporting for ‘The Loop’ portion of the Taco Bell Supreme program
Collaborate with internal technical teams and vendor partners to ensure accurate data collection and its seamless integration into data feeds, also ensuring data impacts and feeds are considered during technology launches and updates

CX and/or Call Center history is a bonus
Experience working in Business Intelligence/Data Visualization tools (E.g., Power BI, Tableau) and Salesforce is ideal