Senior Manager, 360 Intelligence - VOC

Requirements & Qualifications

• Bachelor’s degree in Business, Analytics, or related discipline.
• At least 6 years of experience in analytics, customer insights, or business performance roles.
• Experience working with customer lifecycle, engagement, or experience metrics.
• Familiarity with Voice of Customer (VOC) methodologies or customer feedback platforms (e.g. Qualtrics, Medallia) preferred.
• Strong analytical and problem-solving skills with the ability to synthesize complex data into actionable insights.
• Excellent written and verbal communication skills.
• Ability to collaborate across cross-functional teams in a matrixed environment.

Key Duties & Responsibilities

• Analyze customer behavior across lifecycle stages (e.g., acquisition through retention) to identify trends, performance drivers, and areas of opportunity.
• Support journey mapping initiatives to better understand how customers move between key stages of engagement.
• Integrate structured performance data with Voice of Customer (VOC) inputs and other qualitative feedback sources.
• Collaborate with Agile Teams to define analytical requirements and prioritize work aligned to business needs.
• Help identify gaps in customer journey observability and contribute to initiatives that improve performance visibility across Marketing, Digital, and other touchpoints.
• Support KPI development and measurement frameworks tied to customer experience and commercial outcomes.
• Conduct targeted analyses to inform strategic decision-making across customer-facing functions.
• Translate analytical findings into clear insights and actionable recommendations for stakeholders.
• Communicate insights through executive-ready presentations and data-driven storytelling.
• Persistently partner with business stakeholders to align analytical priorities with enterprise objectives.
• Manage multiple initiatives simultaneously and prioritize based on expected business impact.