This person will support the consumer experience (CX) metrics through iterative testing and measurement of break-fix and breakthrough initiatives. Tests the elasticity of CX metrics and ROI through proofs-of-concept, proving the value of improved experiences, as well as capturing learnings that can be applied to future progress towards our consumer commitment in partnership with team colleagues.

Responsibilities:
1. Maintains end-to-end involvement in developing testing strategies, ideation and design of tests, defining measures of success, setting up test and control groups, reporting out on testing results to external teams, and collaborating on how to iterate and improve.
2. Leads the tracking/reporting of data on a daily, weekly, and monthly basis to assess campaign performance and recommend related strategies. Translates results from data into clear and actionable insights that are relevant to defined goals.
3. Assesses trends and insights using multiple data sets and large amounts of data. Synthesizes direct and indirect data into a cohesive, actionable story for internal teams.
4. Researches and recommends what additional data should be tracked to establish actionable customer experience metrics that represent what matters most.
5. Ensures that customer insights are disseminated, understood, and used as the basis for development and enhancements of innovative products and services.
6. Ensures adherence to project schedules and deliverable timelines.
7. Conducts data analysis and interpretation.
8. Ensures data integrity and accuracy.
9. Develops insights reports and dashboards.
10. Incorporates advanced analytics into customer insights and properly packages business insights and findings for consumption.
11. Identifies early warning signals and opportunistic approaches from insights gathered.
12. Provides insights and solutions, where needed to keep projects moving forward.
13. Ensures communication channels between all business units are in place and works effectively at all times on any particular projects so that all are informed of current project status and any potential issues that could impact a project as they arise.
14. Manages expectations through clear and frequent communications.
15. Escalates stalled projects without disenfranchising cross-organizational stakeholders.

Requirements:
• Completion of a Bachelor’s degree (MBA preferred) and 5+ years of proven experience in putting the consumer first in a CX or related discipline.
• Has a customer experience and program/project management background, with a proven ability to manage peer groups toward a common goal.
• Ability to communicate and collaborate with groups internal and external, as well as be comfortable organizing and manipulating data to uncover insights and answer business questions.
• Must have experience with A/B and multivariate testing, know how to work in a collaborative manner, and have strong project management experience and communications skills at all levels.
• Strong experience with Excel is required and experience with analytics or data visualization tools is desired, including Adobe Analytic and Tableau.

Posted On: Monday, April 6, 2020
Compensation: $75-$85/hr