Customer Analytics and Experience Manager- Tableau

  • Date Posted Aug 31, 2022
  • Location Toronto, Ontario
  • Job Type Contract
  • Job ID 15086

Do you seek challenges and personal development opportunities, and have the courage to make a difference? Are you a motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines? Then, Apply Now!

Working with one of the top financial clients this role calls for a Customer Analytics and Experience Manager- Tableau who will be working closely with the external vendor to communicate and coordinate program/initiative updates, such as new builds, survey changes & enhancements, reporting dashboards, sampling mapping, data delivery accuracy, timelines to delivery etc. The ideal candidate is flexible, innovative, proactive, adaptable, willing to work on new things and open to new ways of approaching things.

Responsibilities:

  • Act as subject matter expert with a deep understanding of the technology platforms to guide different lines of business to build customer surveys programs, and CX dashboards, answer internal stakeholders’ data and capabilities-related questions etc.
  • Lead the execution of the new or enhancements to CX survey programs, including measurement, governance, and administration while enabling reporting and data insights to the organization.
  • Lead data enablement with an innovative mindset in partnership with the Analytics teams to continuously evaluate, enhance, and update available data resources, tools, training and best-in-class capabilities.
  • Steward initiatives related to the survey programs and CX capabilities to ensure quality completion of objectives and key results.
  • Partner with and collaborate closely with other team members in Analytics, Marketing, Vendor Management, Technology and other lines of business / functional teams.
  • Act as the subject matter expert for CX and customer feedback metrics, survey methodology, trends, and topics.
  • Provide oversight and management of survey data collected as part of the client’s customer experience measurement program (LEI). Includes managing daily inflows of data into Azure from external vendors and provisioning access to those who require the data from across the organization
  • Ability to organize and integrate multiple sources of data for analyst consumption.
  • Be business lead on an initiative to democratize LEI data for clients – improving the overall survey data quality and usability of the data in Azure.
  • Be business lead on initiative(s) to gain access to additional sources of customer feedback – those external to the client, and those owned by other areas across the client.
  • Identify strategic gaps and opportunities to improve the team’s CX data strategy.
  • Build and maintain close working relationships with team members, external vendors, key business/channel partners, and compliance partners to understand data priorities and challenges to support the delivery of seamless and consistent data access.

Desired Skill Set:

  • Minimum of 7+ years of professional experience in project/program management including governance, process improvement and best practices, business analysis and data management.
  • 8 years of experience in Data visualization and customer dashboard management platforms including Tableau and Power BI
  • Experience with multi-media strategies and managing vendor relationships with external agencies
  • Experience with Stakeholder engagement and relationship management
  • Excellent communication, organizational, project management & collaboration skills
  • Confident presentation and negotiation/facilitation skills
  • Experience in successful survey design and deployment, delivering on business objectives
  • Proficient in representing technology data using data visualization and infographic techniques
  • Working knowledge of SQL
  • Experience working with VOC/ CX platforms, surveys, and reporting tools e.g. Medallia, Tableau
  • Knowledge of Defect Management
  • Strong problem-solving skills with the ability to determine the cause and devise solutions independently
  • University degree in relevant field

Nice to have:

  • Experience in data governance and managing data in a large organization.

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