Data-Driven Business Strategist

2 weeks ago

Manila, National Capital Region, Philippines Conduent Full time

About the Role

As a highly motivated and data-driven leader, you will oversee a team of analysts and drive impactful customer experience insights for our clients. This role plays a key part in scaling the Customer Experience Management (CXM) Analytics function, ensuring our insights enhance customer satisfaction, drive operational improvements, and create measurable business value.

This leader will work closely with analysts, internal stakeholders, and clients to transform data into actionable strategies. We are looking for a hands-on manager who can balance coaching, process improvement, and analytics expertise while fostering a culture of collaboration and growth.

Key Responsibilities:

  • Team Leadership & Development: Lead, mentor, and develop a team of CXM analysts, ensuring they are engaged and equipped to succeed. Foster a culture of continuous learning, accountability, and innovation within the team. Ensure analysts have the skills and tools needed to deliver high-quality insights and recommendations.
  • Analytics Execution & Insights Generation: Oversee the production of high-impact reports and dashboards that provide clear, actionable insights for clients and internal stakeholders. Ensure analytics are aligned with client KPIs, customer experience goals, and operational efficiency improvements. Support the team in analyzing speech analytics, sentiment analysis, customer feedback, and operational data to identify trends and areas for improvement.
  • Client & Stakeholder Engagement: Collaborate with Operations, Quality, and Transformation teams to drive CX improvements based on data-driven recommendations. Work closely with clients to ensure their analytics needs are met, translating data into compelling stories and business cases. Present insights in an engaging and actionable format for leadership and client stakeholders.
  • Process Improvement & Innovation: Identify opportunities for automation and efficiency improvements in analytics processes. Support the development and adoption of new analytics methodologies, tools, and AI-driven solutions. Ensure data accuracy, consistency, and scalability across reports and insights.

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