Position Purpose:

Key Responsibilities:

• Customer Experience & Strategy Leadership
• Lead a team of analysts responsible for measuring, monitoring, and improving Enterprise Customer Delivery Experience performance.
• Partner with senior leaders across Delivery, Supply Chain, Product, Customer Care, Operations, and Technology to identify customer pain points and translate strategic objectives into measurable outcomes.
• Drive the development of customer-centric analytics that uncover root causes of delivery friction and reveal opportunities to improve end-to-end experiences.
• Influence business decisions through compelling storytelling, actionable insights, and customer-focused recommendations.
• Serve as a trusted advisor to business partners by connecting customer behavior, operational performance, and financial outcomes.
• Advanced Analytics & Measurement
• Design and implement scalable measurement frameworks, KPIs, and analytics solutions that provide visibility into customer experience and delivery performance.
• Lead analytical initiatives that quantify customer friction, identify operational inefficiencies, and measure the impact of experience improvements.
• Apply advanced analytics techniques, experimentation, predictive modeling, segmentation, and statistical methodologies to solve complex business problems.
• Ensure consistency and rigor in metric definitions, governance, reporting, and analytical best practices across the organization.
• Identify leading indicators that enable teams to proactively improve customer experiences before issues impact customers.
• Product & Innovation Partnership
• Collaborate closely with Product Managers, UX Designers, Engineers, and Business Stakeholders to establish success metrics and evaluate product investments.
• Influence product roadmaps through data-driven insights and customer behavior analysis.
• Champion the use of AI and emerging technologies to improve insight generation, operational efficiency, and decision-making capabilities.
• Evaluate and scale innovative analytics approaches that help the organization better understand customer experiences and anticipate future needs.
• Team Leadership & Development
• Lead, coach, and develop a high-performing analytics team focused on growth, execution excellence, and customer impact.
• Establish a culture of curiosity, accountability, collaboration, and continuous improvement.
• Help team members strengthen technical expertise, business acumen, stakeholder management, and storytelling capabilities.
• Create an environment where team members are empowered to challenge assumptions, innovate, and drive meaningful outcomes.

Direct Manager/Direct Reports:

• Reports to a Sr Manager, Decision Analytics.
• This position has 1 direct report

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Master's degree in Analytics, Data Science, Business, Information Systems, Operations Research, Economics, Statistics, or related field.
• 5-7+ years of experience in analytics, customer experience, product analytics, strategy, consulting, operations analytics, or related disciplines.
• Demonstrated experience leading analytical initiatives that influenced business strategy or customer experience outcomes.
• Advanced proficiency in SQL and experience working with large-scale datasets.
• Strong experience with Tableau or similar visualization and business intelligence platforms.
• Experience utilizing Python, R, or other advanced analytical tools.
• Experience partnering with product, operations, customer experience, supply chain, or technology organizations.
• Demonstrated ability to solve ambiguous problems through structured analytical approaches.
• Passion for understanding customer behaviors, journey analytics, and experience improvement.
• Experience leveraging AI-enabled analytics tools and modern analytical techniques to enhance business outcomes.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 4

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• None