Director, Customer Experience Analytics

Plano, TX, United States

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Director, Customer Experience Analytics

Location:

Long Island City, NY, US, 11101

Plano, TX, US, 75024

Brand:

Altice USA

Requisition #:

6099

Altice USA

is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

Become a driving force in customer experience analytics and join Altice USA to help craft the next chapter of customer engagement and retention. In this transformational role as Director of Customer Experience Analytics, reporting to the VP of Customer Experience Analytics, you’ll be at the epicenter of data-driven decision-making. You’ll be at the forefront of a rapidly evolving customer relationship environment, working collaboratively with a team of professionals dedicated to defining the future of interaction management. By leveraging your unique blend of analytical capability and industry knowledge, you’ll unlock insights from customer data to enhance overall customer experience, drive business growth and maximize Customer Lifetime Value.

Responsibilities

Strategic Analytics:

Leverage statistics and data science to create models to understand our customers behaviors – focusing on customer experience, satisfaction, loyalty, and retention across multiple platforms (voice, chat, SMS, app, web). Develop predictive models to anticipate customer behavior, identify trends and proactively address potential issues or opportunities.

CLV Integration:

Holistically evaluate customer interactions impact to customer lifetime value.

Impact Analysis:

Develop segmentation, classification, and statistical analyses to measure the impact of actions on CLV.

Collaboration:

Interface cross-functionally with various teams, including Data Warehousing, Data Science, Product, and Customer Experience.

Insights:

Leverage the latest in cloud technologies to amplify your analytical depth, especially focused on applied machine learning.

Team Management:

Lead, mentor, and inspire a team of analysts and data scientists, fostering a culture of innovation, collaboration, and continuous learning. Ensure the team has the necessary resources and support to deliver high-quality insights and solutions.

Qualifications

7+ years of experience

Bachelor’s degree in economics, Statistics, Computer Science, Engineering, or related field. Advanced degrees would be a distinct advantage.

A track record in customer service and experience with hands-on experience in producing analytics that have driven tangible business results.

Expertise in SQL is a must, coupled with proficiency in Python or R. Experience working in a cloud data environment, with proven experience leveraging cloud technologies within analytics, machine learning, and data engineering, and experience correlating multiple data sets across different reporting assets.

Exceptional presentation and communication skills with the ability to summarize analytic findings to both technical and non-technical stakeholders.

Growth mindset and mentally primed to take on challenges and adopt effective problem-solving strategies.

Strong personal organizational and time management skills, ability to work under tight deadlines and ensure quality reporting.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ

for further details.

This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New Yorkis $155,509.00 - 200,000 / year. The starting pay rate/range at time of hire for this position in New York is $155,509.00 - 200,000 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.

Nearest Major Market:

Brooklyn

Nearest Secondary Market:

New York City

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