Director, Business Data Analytics

San Diego, CA, United States

SBSEG Customer Success has an exciting opportunity to be part of the executive leadership team that plays a critical role in driving growth across our SBSEG Ecosystem and delivering world class E2E experiences for our customers leveraging our business intelligence and voice of our customer to identify the moments of truth that matter most where we can also use our insights to fuel growth opportunities.

The Customer Success Data Analytics and Voice of Customer (VOC) Insights team is responsible for providing valuable insights and influencing actions that optimize our customer experiences and operational practices, drive efficiencies and deliver growth outcomes for the business through our VOC listening posts and customer behavior both inside and outside the product across their lifecycle on our platforms. This team shapes how we execute across our business priorities and Customer Success KPIs, leveraging voice-of-customer listening posts and deep analysis of our digital and assisted interactions.

We are looking for an intellectually curious and proactive leader with a proven track record of leading transformation in customer experience led crafts and building a high-performance culture by transforming our practices to be data and customer insight driven. The ideal candidate will also have a passion for operationalizing data-driven insights into action through influencing the velocity and quality of learnings, while demonstrating a problem-solving and extreme ownership mindset.

Responsibilities Lead the teams that manage: Customer Experience (CX) and Voice Of Customer (VOC) Insights and survey and data infrastructure, reporting and analysis supporting the performance of SBSEG Customer Success Digital and Assisted experiences.

Responsible for accelerating data driven hypothesis based insights that enable identifying opportunities to improve customer experiences due to product or usability friction through VOC insights, reducing cost to serve through improving speed to benefit for experts and customers and helping prioritize opportunities to drive growth through CS channels

Identify growth opportunities (retention, conversion, ecosystem attach and revenue opportunities) and operationalize how we will maximize the insights from our Customer Success VOC, digital, social and community listening posts with our customer data

Steer critical business decisions by leveraging insights from our customers and customer behaviors in and out of product to answer complex business questions and help

Be the steward for continually evaluating internal and external industry best practices for methodologies on measuring customer experiences, lead and lag indicators

Engage and connect dots with business partners to align on common understanding of the moments of truth that matter most in the E2E customer Experience to inform PD and PM prioritization and resourcing

Collaborates with other data leaders and partners (Product, Marketing, Sales) to evolve lead and lag indicators including existing key performance indicators (KPIs) like PRS, tNPS, Customer Effort Score (CES) and lead the development of measurement frameworks for CX

Defining, establishing, and documenting standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy

Guide and inspire the teams around CX best practices , and evangelize strategic use of qualitative and quantitative insights to increase customer advocacy throughout the entire organization

Target setting, monitoring, analysis and creating requirements for the data infrastructure for SBSEG’s Customer Success KPIs and performance

Drive process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations; Continually look at the environment to challenge our assumptions around new sources of data, tools, talent, potential partners, etc.

Craft knowledge in customer experience analytics with known methodologies and industry tools (i.e. Gainsight, Qualtrics, Medallia, etc) in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior which will help the business drive actionable insights, enhance customer service strategies, and drive improvements in business performance such as quality, revenue and expense.

Ability to access and manipulate data stored in relational databases and lead teams of data analysts and data warehouse personnel. Experience with machine learning techniques and experience with predictive modeling are preferable.

Strong business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions.

Proficient understanding and application of advanced analytic techniques and modern tools and proficiency in data analysis and visualization tools (Python, SQL, R, Tableau, or similar tools.

Solid ML and GenAI experience, using these advanced skill sets to extract value from large datasets of unstructured text and speech data

Strong understanding of experimentation, with the ability to lead a cross-functional team to test hypotheses to help drive real customer and business benefit across consumer and expert populations

Ability to influence and drive business strategy across an enterprise organization as a result of analytical insights

Proven track record of developing a high performance team and growing talent and collective impact of a team

Ability to communicate and influence at all levels of a matrixed organization including simplifying insights and complex concepts into customer backed narratives

Ability to pivot and adapt team strategy and resourcing according to evolving business needs

Desire to “roll up the sleeves” and get into the heart of the business drivers on a portfolio of KPIs to support customer success strategies

Track record of extreme ownership and accountability

Familiarity and experience working with customer success , tax, or accounting domains

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