Manager/CX Insights & Data Science-Consumer & Business

Job Description

The Analytics Manager will be responsible for leveraging operational analytics to explore the relationship between customer experience data and financial metrics, such as churn, cost to serve and profitability, as well as overseeing and managing the financial planning and analysis activities within the CX department. This role also encompasses strategic planning, budgeting, forecasting, monitoring of expenditures related to both operational activities and capital initiatives, aimed at improving customer experience and meeting its financial objectives.

Responsibilities

Customer Experience and Financial Metrics

• Explore and analyze the relationship between customer experience (CX) data and financial metrics, such as chrurn, cost to serve and profitability.
• Provide insights to support decision-making that balances customer satisfaction with financial performance.
• Collaborate with cross-functional teams to align CX initiatives with cost management strategies.
  
  

Operational Analytics and Efficiency

• Establish and monitor key performance indicators (KPIs) to evaluate operational effectiveness and cost efficiency, trade-offs with customer experience
• Conduct operational analytics to identify opportunities for process improvements and cost optimization.
• Lead initiatives aimed at enhancing productivity and achieving measurable savings.
  
  

Budgeting, Forecasting, and Financial Planning

• Lead the development and management of budgeting and forecasting processes to support business objectives and operational requirements.
• Build and maintain planning models and templates for financial analysis and resource allocation.
• Coordinate financial planning activities with relevant stakeholders to ensure accuracy and alignment.
  
  

Financial Reporting and Analysis

• Collaborate with business units and finance teams to ensure accurate financial reporting and monthly accruals.
• Prepare and present variance analyses between planned and actual results, highlighting key trends and risks.
• Develop management reports and dashboards covering cost, revenue, and profitability metrics.
  
  

Strategic Business Support

• Evaluate the financial impact of new business developments and strategic initiatives.
• Analyze business cases to support resource allocation and investment decisions.
• Support leadership in optimizing resource deployment based on evolving business priorities.
  
  

Process and System Improvements

• Maintain and enhance accounting policies, procedures, and systems to improve efficiency and compliance.
• Drive automation and digitalization of reporting and analytics processes.
• Continuously seek opportunities for process and system enhancements.
  
  

Stakeholder Engagement and Coordination

• Work closely with operations, finance, and leadership teams to identify and address inefficiencies.
• Facilitate collaboration across departments to support cost management, operational analytics, and strategic goals.
  
  

Qualifications

• Bachelor’s degree in Accounting, Finance, or related field
• Minimum 5-6 years of Business Analysis, Cost/Financial Controller/ Reporting