Manager, Experience & Insights

Covista•Chicago, IL

1d•$61,721 - $111,585•Hybrid

About The Position

The Manager, Experience & Insights leads Covista's Voice of the Customer (VoC) program and manages a team of Experience Analysts responsible for transforming customer feedback, behavioral analytics, conversation intelligence, and journey data into actionable business insights. This role serves as a strategic partner across Marketing, Enrollment, Learning & Development, Operations, Quality Experience, and Technology to improve the prospective and student experience and drive performance. As the operational leader of the Experience Ecosystem this manager will support under the direction of the Director of Experience, this position oversees customer listening strategies, experience analytics, journey insights, and executive reporting to enable data-driven decision making and continuous improvement.

Requirements

Bachelor's Degree in related field, or equivalent experience required
3+ years in Customer Experience (CX), Voice of the Customer (VoC), Experience Management, Marketing Analytics, Business Intelligence, Enrollment, Operations, or related field required
Knowledge of Voice of the Customer methodologies, customer journey mapping, experience management, behavioral analytics, and business intelligence principles.
Ability to translate complex data into strategic, actionable business recommendations through strong analytical, critical thinking, and executive storytelling skills.
Strong leadership, coaching, project management, and change management capabilities with the ability to influence cross-functional stakeholders.
Excellent written, verbal, and presentation skills with experience communicating to executive audiences.
Ability to lead multiple priorities in a fast-paced environment while fostering innovation, collaboration, and continuous improvement.
Proficiency with Microsoft Office and experience with reporting and visualization platforms such as Qualtrics, Power BI, Tableau, Looker, or similar technologies.
Substantive experience in competitive market analysis and product/solution development with demonstrated success identifying, building, launching, and scaling new offerings that extend customer relationships, expand market presence, and drive commercial success.
A self-motivated individual, who is metrics-driven, and brings a disciplined approach to strategy execution. Results-driven, one will bring outstanding strategic capabilities and strong business acumen.
Growth, sustaining double-digit annual growth.
A self-motivated individual, who is metrics-driven, and brings a disciplined approach to strategy execution. Results-driven, one will bring outstanding strategic capabilities and strong business acumen.
Excellent communication and presentation skills.

Responsibilities

Lead the Voice of the Customer (VoC) program by establishing governance, experience measurement strategies, reporting standards, and best practices that translate customer feedback into meaningful business improvements.
Lead the Experience Ecosystem by overseeing customer listening programs, Qualtrics dashboards, behavioral analytics, conversation intelligence, journey analytics, and AI-enabled insights while ensuring data quality and adoption across the organization
Drive customer journey optimization by identifying friction points, analyzing customer behaviors and sentiment, measuring marketing and enrollment effectiveness, and recommending strategies that improve engagement, conversion, and the prospective student experience.
Deliver strategic business insights through executive dashboards, scorecards, presentations, and actionable recommendations that support organizational priorities, marketing strategies, enrollment performance, and executive decision-making.
Lead, develop, and coach a high-performing team of Experience and Voice of the Customer Analysts by establishing priorities, fostering innovation and accountability, and building analytical, storytelling, and consulting capabilities.
Serve as a strategic business partner across Marketing, Enrollment, Learning & Development, Operations, Quality Experience, Technology, and executive leadership to drive customer-centric decision making and continuous improvement.
Manage multiple strategic initiatives while supporting expansion of the Experience Ecosystem and ensuring alignment with organizational goals.
Performs other duties as assigned
Complies with all policies and standards