Customer Experience (CX) & Analytics Leader

Customer Experience

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About the role

Job Title: Customer Experience (CX) & Analytics Leader Role Summary The Customer Experience (CX) & Analytics Leader is responsible for driving customer-centric transformation through data-driven insights, advanced analytics, and continuous improvement initiatives. This role leads the development of customer experience strategies, measures customer outcomes, and leverages analytics to identify opportunities that improve satisfaction, loyalty, operational efficiency, and business performance.

Key Responsibilities

• Customer

Experience

• Strategy
• Develop and execute the organization's CX strategy aligned with business goals.
• Design and optimize end-to-end customer journeys across digital and physical touchpoints.
• Champion a customer-first culture across the organization.
• Customer & Business Analytics
• Lead the CX analytics function, delivering actionable insights from customer, operational, and business data.
• Develop dashboards and executive reports to monitor customer experience and business performance.
• Apply predictive and prescriptive analytics to identify trends, risks, and growth opportunities.
• Segment customers to enable personalized experiences and targeted interventions.
• Voice of Customer (VoC)
• Design and manage Voice of Customer programs.
• Analyze customer feedback from surveys, contact centers, digital channels, and social platforms.
• Convert customer insights into prioritized improvement initiatives.
• Performance Measurement
• Own and improve key performance metrics, including:
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Customer Retention and Churn
• Customer Lifetime Value (CLV)
• First Contact Resolution (FCR)
• Service-Level Agreement (SLA) compliance
• Revenue and profitability impact of CX initiatives
• Data & Technology
• Partner with IT and Data Engineering teams to improve data quality and governance.
• Utilize BI and analytics tools such as Power BI, Tableau, Looker, or Qlik.
• Leverage CRM and customer data platforms to create a unified customer view.
• Explore AI and machine learning use cases for customer insights, forecasting, and automation.
• Cross-Functional Leadership
• Collaborate with Marketing, Sales, Operations, Product, Digital, and Customer Service teams.
• Lead cross-functional improvement projects using customer insights.
• Present recommendations and business cases to executive leadership.
• Continuous Improvement
• Drive operational excellence using Lean, Six Sigma, or Design Thinking methodologies.
• Establish governance for CX measurement and reporting.
• Identify automation and process optimization opportunities.

Qualifications

• Bachelor's degree in Business, Analytics, Statistics, Engineering, Marketing, or a related field.
• Master's degree (MBA, Data Analytics, or equivalent) preferred.
• 10–15+ years of experience in Customer Experience, Business Analytics, Customer Insights, or Strategy.
• Proven leadership experience managing cross-functional teams and enterprise transformation initiatives.

Technical Skills

• Customer Journey Mapping
• Voice of Customer (VoC)
• Advanced Analytics and Data Visualization
• SQL and data analysis
• Power BI, Tableau, Looker, or similar BI platforms
• CRM platforms (Salesforce, Dynamics 365, HubSpot, etc.)
• Predictive Analytics and AI/ML concepts
• Customer Segmentation
• KPI and Performance Management
• Data Governance

Leadership Competencies

• Strategic thinking
• Customer-centric mindset
• Strong analytical and problem-solving skills
• Executive communication and storytelling with data
• Stakeholder management and influencing
• Change management
• Team leadership and coaching
• Business acumen

Key Performance Indicators (KPIs)

• Improvement in NPS, CSAT, and CES
• Customer retention and churn reduction
• Revenue growth from CX initiatives
• Adoption of analytics-driven decisions
• Accuracy and timeliness of CX reporting
• Business process improvements
• Digital adoption and self-service utilization
• Operational efficiency and cost optimization

Preferred Certifications

• Certified Customer

Experience

• Professional (CCXP)
• Lean Six Sigma Green Belt or Black Belt
• Tableau or Microsoft Power BI Certification
• PMP, Agile, or Scrum certification (preferred)

Ideal Candidate Profile

The ideal CX & Analytics Leader combines strategic customer experience expertise with strong analytical capabilities. They are comfortable translating complex data into executive-level insights, influencing cross-functional teams, and driving measurable business outcomes through customer focused innovation and continuous improvement. They possess a balance of business acumen, technical understanding, leadership, and a passion for using data to enhance customer and organizational performance.

Must-have skills

Retail Customer ExperienceLuxury Retail

Good-to-have skills

airlines