Analytics and Insights Lead (CX)

Who Gives A Crap

6d•Hybrid

About The Position

This role is within the Customer Experience (CX) team and focuses on transforming raw customer data and feedback into actionable insights. The goal is to enable CX teams to access effective data for strategic decision-making and to influence broader business choices. The mission is to clear the path for frontline teams, drive data integrity, and fuel customer delight and business growth.

Requirements

Strategic data storyteller and people coach
Excel at translating complex data sets into simple, compelling narratives that inspire action across different teams.
Natural leader who loves coaching others, modeling a "work smarter, not harder" high-performance culture, and aligning multiple stakeholders around a unified roadmap.
Champion for data integrity and continuous improvement
Highly organized approach to project management, building reliable data frameworks and compliance guardrails that stand the test of time.
Thrive on driving a culture of continuous improvement, using evidence-backed recommendations to solve complex tracking puzzles, manage competing priorities, and turn strategic ideas into measurable business value.
Desire for work to make the world a better place.

Responsibilities

Mapping our Data: Partnered cross-functionally to shape our Customer Voice Program, designing strategic data goals and setting measurable targets using historical trends and future growth initiatives.
Leading the Metrics: Managed the intake process for new data requests and built out robust frameworks to maintain the absolute accuracy and integrity of our team scorecards.
Scaling with Tech: Evaluated and integrated smart tech/AI tools into our reporting frameworks to speed up insight delivery without compromising on data quality.
Driving Change Management: Collaborated closely with CX Leads to tie change management success metrics to overall business reporting, ensuring our data genuinely impacts operational excellence.
Creating a Future-Proof System: Set up governance processes and structured libraries so that past insights are easily searchable, secure, and ready to guide future business strategies.