Senior Manager, CX Advisory

It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

Duties & Responsibilities:

• Team Leadership & Management:
  • Lead and manage a team of data analysts, providing guidance, mentoring, and support to help them succeed in their roles.
  • Foster a collaborative, high-performance environment within the analytics team.
  • Conduct performance reviews, set goals, and provide professional development opportunities for team members.
• Analytics Strategy & Execution:
  • Analyze and operationalize data across various departments to monitor performance, identify trends, and develop actionable insights
  • Oversee operational analytics projects from inception to completion, ensuring timely delivery and alignment with organizational priorities
  • Develop and execute operational analytics strategies to support the business objectives of various departments (e.g., marketing, finance, operations).
  • Develop predictive models and advanced analytics solutions to address business challenges and identify growth opportunities.
  • Map clients' strategic and core customer experience processes
  • Deliver effective process gap identification activities to detect improvement and opportunity areas systematically and proactively
  • Provide quantified (with ROI) and actionable recommendations to improve operational performance on KPIS.
  • Journey map and re-design, focus on identifying opportunities to re-design the customer journey and better fulfill customer and client needs
• Cross-Functional Collaboration:
  • Work closely with business internal and external stakeholders across various departments to understand their data needs and translate them into actionable insights.
  • Partner with product, marketing, sales, and finance teams to identify key business questions and deliver relevant data-driven solutions.
  • Communicate findings, insights, and recommendations clearly to non-technical stakeholders and senior leadership.
  • Will work with Operations to implement and measure recommendations.
  • Stakeholder Communication: Present findings and recommendations to executives and key stakeholders, simplifying complex data insights into clear and actionable business recommendations.
• Reporting & Performance Monitoring:
  • Track and report on the effectiveness of data-driven initiatives.
  • Regularly report on the effectiveness of analytics initiatives, providing clear, actionable insights to senior leadership.
  • Monitor and evaluate the performance of analytics models and tools, ensuring they meet business needs and goals.

Qualifications and Education Requirements

• Education:
  • Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, or related field
• Experience:
  • BPO Experience Required
  • 5 years of experience in data analytics or business intelligence, with at least 1 year in a management role.
  • Proven experience in delivering actionable insights from large datasets and building reports and dashboards.
  • Strong understanding of analytics tools and technologies, such as SQL, Python, R, Tableau, Power BI, etc.
• Skills:
  • Leadership and team management skills, with a track record of leading analytics projects.
  • Excellent communication and presentation skills, with the ability to simplify complex data insights for non-technical audiences.
  • Deep understanding of data architecture, data governance, and business intelligence systems.
  • Experience with data visualization, statistical modeling, and business intelligence platforms.
  • Strong problem-solving skills and the ability to think strategically about data applications.
  • Expertise in using machine learning algorithms, predictive modeling, and statistical analysis to support business initiatives.
  • For internal candidates: must be a regular employee of VXI; must have at least 6 months tenure in current position; no active or pending DA case

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us