Manager, Business Analyst

4 hours ago

Pasay, National Capital Region, Philippines Conduent Full time ₱1,200,000 - ₱2,400,000 per year

Manager, CXM Analytics

Location: Flexible (Global team, primarily based in the Philippines)

Reports To: Senior Manager, CXM Analytics

About the Role

Conduent is seeking a highly motivated and data-driven Manager, CXM Analytics to 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.

What We're Looking For

Experience & Skills:

· 5+ years of experience in analytics, business intelligence, or customer experience management, with at least 2 years in a leadership or team management role.

· Strong background in data analysis, visualization, and storytelling, with experience using Power BI, SQL, Python/R, or speech analytics tools.

· Ability to translate data into actionable insights that drive customer experience improvements and business results.

· Experience in a call center, BPO, or CX environment is preferred.

· Strong people leadership and coaching skills, with the ability to balance performance expectations with team engagement.

· Exceptional communication skills, with the ability to present insights effectively to senior leaders and clients.

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