849 IT & Software Developer jobs in the US
Director of Customer Insights and Experience Analytics
$105,000 - 149,000
MassMutual
Main Street 1277, SPRINGFIELD
$105,000 - 149,000
Requirements
Must:
To qualify for this position, I am seeking individuals who possess a Bachelor’s degree in business, statistics, economics, data science, or a related discipline — or equivalent relevant experience. You should have at least 10 years of expertise in customer insights, experience analytics, or data strategy, with a strong emphasis on systems thinking. Additionally, 5 years of experience leading high-performing teams to enhance customer experiences across a business unit or organization is required. You should be adept at bridging qualitative feedback with quantitative data to provide a comprehensive view of the customer experience. Familiarity with VOC platforms and advanced analytics tools (such as Forsta, Medallia, Qualtrics) as well as data visualization platforms is essential. Strong written and verbal communication skills, particularly in synthesizing complex ideas into clear narratives and presenting to executive-level audiences, are necessary. I expect you to demonstrate exceptional organizational and problem-solving skills, with expertise in stakeholder and change management, strategic thinking, and the curiosity to influence outcomes effectively.
Responsibilities
As the Head of Voice of Customer & Experience Analytics, I will need you to lead the evolution of the Voice of the Customer (VOC) and Experience Analytics framework for our operations through a focused multi-year strategy. You’ll be responsible for defining distinct roles and responsibilities, sharing progress on transformations across the organization, and enhancing the VOC program to be top-tier by building a multi-channel listening ecosystem. This includes managing surveys, complaint resolution, omnichannel listening, and sentiment analysis. You will oversee the collection, analysis, and reporting of experience data to uncover trends and actionable insights, develop dashboards and scorecards linking experience metrics to business outcomes, and use advanced analytics to identify at-risk segments and growth opportunities. Your role will also involve working cross-functionally to integrate insights that inform strategic roadmaps, ensuring VOC initiatives align with enterprise strategies, and fostering a high-performing, diverse, and inclusive team culture that prioritizes advisor and customer experience.
Description
In this role, I am looking for you to foster a culture of continuous improvement while embracing digital tools and AI to enhance decision-making and streamline processes. You should be committed to staying informed about emerging technologies to advise teams on digital transformation opportunities and navigate complexities effectively. Experience in the insurance or financial services sector, with an emphasis on modern technology and AI in transforming customer experiences, will be advantageous. An advanced degree (e.g., MBA, Analytics) and proficiency in statistical analysis and A/B testing are preferred. I am particularly interested in candidates with expertise in customer engagement platforms and CRM systems, as well as a strong technical background in data taxonomy and documentation. You should have a demonstrated application of continuous improvement methodologies, such as Lean and Six Sigma, to drive operational excellence. We are an equal opportunity employer and welcome all individuals to apply.
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How many IT Manager jobs are in the United States?
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Which companies are hiring for IT Manager jobs in the United States?
bunny.net, AI (Artificial Intelligence) Incorporated, Webistry, Allied Technical Services Inc, Diploma Healthcare Group, Meera.AI, Team Glorious among others, are currently hiring for Manager roles in the United States.
The company with most openings is Leidos as they are hiring for 138 different IT Manager jobs in the United States. They are probably quite committed to find good IT Managers.
The company with most openings is Leidos as they are hiring for 138 different IT Manager jobs in the United States. They are probably quite committed to find good IT Managers.