Manager - CX Analytics

Role Purpose: The Manager of Customer Experience (CX) Analytics supports the enterprise-wide strategy for CX Analytics and Insights, analytics, and performance governance. This role is responsible for transforming customer data into clear insights and recommendations that inform business decisions, understand customer behaviors, enhance customer loyalty, and accelerates organizational performance across all Lines of Business (LOBs). The position combines technical expertise in advanced data analytics, performance management, behavioral understanding, and communication to ensure that customer experience is measured, monitored, and improved as a strategic business outcome.Key Accountabilities & Key Activities: Budgeting & Planning Support the CX Insight Director development and execution of the department plans, objectives, and initiatives in line with the Tawuniya’s strategic objectives and set KPIs.Perform the function’s operations and activities within budget and identify strategies that result in positive customer experience and financial impact.CX Analytics & InsightsStrategy & Guidelines Co-develop, implement, and maintain the CX Insight Model and related guidelines, aligning customer‑experience metrics with operational and financial performance.Work with stakeholders to ensure CX Analytics and Insights directly inform strategic planning, product design, and operational priorities.Data Analytics Perform advanced analytics across multiple datasets to extract actionable insights.Apply predictive analysis by synthesizing Voice of Customer (VoC), operational, and financial data to identify trends and forecast customer behavior.Use AI-assisted techniques to analyze customer comments, transcripts, and feedback.Conduct statistical and trend analyses to identify key drivers of customer outcomes.Create visualizations, reports, and presentations to communicate CX Analytics and Insights to stakeholders at all levels.Automate recurring analyses and reporting workflows using analytical and AI tools.Partner with Technology and Data Engineering teams to improve analytical infrastructure, data access, and automation with AI-enabled solutions.Support CX teams and Outer Loop huddles with deep-dive analytics to validate issues and recommend data-driven improvements.Performance managementCombine CX data with operational and financial metrics to measure CX impact on business value and growth.Communicate insights and recommendations via regular and ad‑hoc reports and dashboards to ensure visibility and accountability.Work with CX teams to define, monitor, and interpret performance indicators.Participate in cross-functional reviews to identify underperforming areas, root causes, and action plans, linking insights to operational and financial improvements.Promote a customer‑centric culture through transparent communication of CX Analytics and Insights and continuous improvement.People ManagementSupport the selection and hiring of new talent and their integration in the workplace.Support setting direct reports’ objectives, clarifying expectations, reviewing performance periodically, providing regular feedback, coaching, and confronting unsatisfactory behavior or performanceIdentify direct report’s development requirements, and the evaluation of learning interventions’ effectiveness on performanceManage team members’ working plans e.g., leaves, working hours and etc.Promote a continuous learning, efficient, and productive working environment.Education Bachelor’s in information technology or related fields.Certification in data science, machine learning, and quality improvement are preferred.Knowledge and Experience Minimum of 5 years working in data analytic and performance management.2+ years’ experience in managing high performing teams of analysts.Experience working with analytic tools including Python, SQL, Advanced Excel, Power BI.Experience in the application of AI analytics and modelling.Solid understanding and application of various regression models (linear, random forest, etc)Expertise in building and communicating performance dashboards.Experience with generating insights and presenting reports to leadership teamsExpertise in data storytelling, translating analytical findings into clear business narratives and recommendations is preferred.Experience with customer experience, journey mapping, design thinking, or survey data analysis is preferred.Other skills OrganizedExcellent documentation skillsMultitaskingUnderstanding of statistical analysis and experimental methods.Strong analytical thinking and business judgement.Exceptional intellectual curiosity and work ethic.Excellent communication and storytelling skills.Team player Exceptional verbal and written communications skills, especially with senior executivesAble to work creatively and collaboratively in all situations and with key business partnersExceptional level of root-cause analysis skills, analytic and critical thinking skillsProblem solving skillsProficient in PowerPoint storytelling