Director, CX Analytics

Job Summary

This position provides strategic thought leadership and directs customer experience and strategic enterprise analytics to gain stakeholder alignment, enhance the overall customer experience, and optimize customer interactions. The role leverages deep analytical expertise to provide actionable insights, shape customer experience and business unit strategies, and align initiatives with business objectives. The position collaborates with senior and executive stakeholders to align analytical efforts with business objectives while serving as a subject matter expert and setting the agenda for strategic customer analytics. It develops and implements effective reporting systems and analytical tools while fostering a data-driven culture. The role provides leadership to direct reports, works directly with C-level leaders to build cost benefit analyses, employs executive-levels storytelling techniques to gain alignment, and mentors analytics teams to enhance customer experience capabilities across initiatives, functions, and the enterprise.         

What You'll Do

• Provides thought leadership to establish standards for strategic and customer analysis approaches, working with teams to ensure accountability to a standard and comprehensive approach. Leads advanced analyses of customer feedback, behavior, and transactions to identify key trends and improvement opportunities across functions and the enterprise. Oversees research initiatives including contextual interviews, surveys, A/B tests, and competitive evaluations to gather qualitative and quantitative customer data. Aligns analytical initiatives with business priorities by identifying, developing, and implementing tools and methodologies to synthesize customer data into actionable insights that inform development of enterprise strategy / solutions and the voice of the customer ecosystem. Provides leadership through customer experience analytics to influence and recommend strategies that optimize the customer experience.
• Directs the monitoring and analysis of performance metrics for customer touchpoints and journeys to identify trends and assess performance. Leads creation of models to evaluate key drivers of business outcomes and perform root cause analyses. Advises and collaborates with senior and executive leadership to recommend, set, and gain alignment to program, priority, and journey level KPIs, OKRs, NPS, and other performance targets. Ensures metrics drive improvements in marketing, strategy, and customer experience outcomes.
• Drives leadership of project teams and engagement with senior and executive leadership to align strategy and customer experience analytics initiatives with business priorities. Leads identification and prioritization of improvement opportunities by leveraging data insights and advanced analytics to drive decisions and obtain stakeholder alignment. Provides thought leadership in developing customer experience strategies, frameworks, and roadmaps while ensuring projects are informed by comprehensive data analyses including cost-benefit analysis and journey documentation. Oversees execution and ensures analytics deliverables align with and are informing broader business objectives.
• Leads development and modernization of customer experience analytics reporting systems to enhance performance visibility across functions and the enterprise. Directs design and implementation of reporting frameworks, dashboards, and key performance indicators. Owns data integrity and quality assurance processes to ensure accurate and reliable reporting. Ensures reporting systems evolve to meet changing business needs.
• Directs customer experience optimization by leveraging deep expertise in customer experience analytics. Acts as a subject matter expert and decision authority to influence and shape optmization efforts through strong analytical practices. Helps stakeholders understand the value of customer experience and strategic improvements by advocating for customer-centric approaches. Communicates and presents with clarity, creativity, poise, and tactical and strategic relevance while championing the adoption of customer experience perspectives.
• Advances customer experience analysis capabilities across the team by staying updated on trends, tools, storytelling, and best practices. Develops team members by setting clear and actionable growth plans and providing mentorship to enhance core competencies. Fosters a learning environment that encourages peer collaboration and skill development. Guides direct reports and team members to gain deeper knowledge of the business, company, and customers. Performs other duties as assigned.

What You'll Bring

• Minimum ten years of experience required in customer experience analytics, data analysis or related field.
• Experience in a people leader or management role required.

Special Skill Requirements

• Streamlining / automating / building usage of AI to drive efficiency in analytics and reporting.
• Aligning strategic intent between programs and analytics/insights fueling those programs.
• Executive level storytelling about insights to action.
• Cost benefit analysis – strategic support and direction connected to business outcomes.
• Connecting analytics work to priorities and business outcomes – recommendations and influencing decisions.
• Workflow management / prioritization for team.
• Strategic approach to measures / reporting: NPS, tNPS, rNPS, CES – data ecosystem.
• Exploratory: NRR / CLTV
• NPS forecasting
• End to end journey measurement vision & execution in support of CJM work.
• Strong people leadership & coaching / accountability skills to level up the team and instill new learning (e.g. AI).
• Business continuity planning for customer analytics work.

Education You'll Need

• High School Diploma or equivalent required.
• Bachelors degree required.

Additional Qualifications

• Strong verbal communication and listening skills.
• Demonstrated written communication skills. Develops and delivers effective presentations. Able to present with clarity, confidence, and relevance to a variety of stakeholders including executive leadership. Able to adapt message and approach to audience needs. Effectively coaches and delivers constructive feedback.
• Effective interpersonal skills. Able to influence stakeholders and outcomes through relationship management and collaboration.
• Demonstrated analytical skills. Able to apply advanced business and P&L acumen to evaluate impact of customer experience initiatives and align them with business objectives.
• Ability to drive multiple projects to successful completion.
• Demonstrated project management skills. Able to apply advanced project management skills to provide strategic vision, coordinate tasks, manage stakeholders and timelines, secure resources, and drive completion of project activities.
• Seeks to acquire knowledge in area of specialty. Possesses deep knowledge of customer experience analytics, customer journeys, and related principles.
• Possesses strong technical aptitude. Proficient with data analytics and visualization tools, CRM systems, and project management tools. Able to code at an advanced level to extract data from company data systems. Able to learn and adapt quickly to new technologies. 

Physical Actions

Job is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel.