Sr. Manager, Customer Experience & Analytics in NY by EBG

The Senior Manager, Customer Experience & Analytics implements key initiatives to advance the department’s mission of improving customer experience through 360-degree data capture and predictive insights from analytics. This role reports to the SVP, Customer Experience & Analytics and focuses on identifying and addressing opportunities to improve the customer experience across EBG platforms and user channels.
Essential Functions
NPS program: Design, deploy and optimize surveys across user touchpoints to measure NPS and understand key drivers; deliver actionable recommendations to business owners, work with Product, Marketing and Technology teams to implement improvements (“close the loop”)
Ad-hoc survey research: Support business owners with survey research to answer key business questions, create surveys for deployment across channels, synthesize and report findings and recommendations
Usability testing: Design, deploy and optimize online focus groups to support website feature development and UX optimization projects, analyze and report findings and provide recommendations
Customer feedback consolidation: Work with Operations team to consolidate and evaluate customer feedback from multiple channels and touchpoints, identify highest priority opportunities and work cross functionally to implement and/or test improvements 
User journey optimization: Manage and/or support initiatives to improve key points in the customer journey e.g. product discoverability, product fulfillment, refund requests 
Work closely with CX & Analytics team members to understand customer feedback in context of behavioral data (what customers say versus what they do) and broader business environment
Leverage customer feedback to mine and identify demographic and psychographic attributes that help inform UX and marketing decisions
Qualifications
Bachelor's degree
4+ years relevant primary research experience
Comprehensive understanding of primary research and testing methodologies:
Survey development and analysis
Split and multivariate testing
Qualitative versus quantitative
NPS, CSAT
Proficiency with online / SaaS survey tools e.g.
Qualtrics
UserTesting
E-commerce experience
Experience managing projects requiring cross-functional collaboration
Ability to independently manage multiple projects with a high degree of accuracy and attention to detail
Flexibility to flourish in fast paced environment and quickly shift priorities to accommodate business needs
Excellent written and oral communication skills
Ticketing and/or Travel & Entertainment experience a plus
Proficiency with web analytics tools a plus, e.g. Adobe Analytics, Google Analytics
Compensation:$90k-$150k
Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data.

Additional Information
EBG offers outstanding employee benefits including:
Medical, Dental & Vision
401k Match
Short Term Disability, Long Term Disability (Company Paid)
Company Paid Basic Life and AD&D
Additional Voluntary Benefits
Flexible Work Arrangements
3 Weeks of PTO + 5 Personal Days
Paid Holiday Break from Christmas to New Year
Paid Holidays
Fitness Reimbursement Program
Annual Day of Giving
Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cardsto full-time employees to experience and enjoy the savings marketplace!
The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.
 EBG
https://www.projectcasting.com/job/44114-sr-manager-customer-experience--analytics

... see more