Customer Service Insights Manager

Job Description

The Role

Are you passionate about customer experience and operational excellence? Do you find yourself thinking about how customer interactions and agent experience could be improved? Are you experienced in analyzing qualitative and quantitative data, distilling actionable, relevant, and meaningful insights for the business?

We are looking for a dynamic CS Insights manager with great analysis and research experience. You are highly self-motivated, proactive, energetic, flexible, and humble. You come with strong operational and broad business knowledge. You thrive in an environment where international, cross functional collaboration is key and have great lateral thinking capabilities. You have a natural ability to connect the dots, dig through complex data and data sources, bringing valuable insights for the team to action.

Success in this role will be measured through your ability to deliver great storytelling and relevant, actionable insights on opportunities to improve the experience of our service delivery even further.

This role will report to the CSI Senior Manager and will have a local reporting line with the Director of Customer Service, EMEA and is based out of Amsterdam, the Netherlands.

Responsibilities
• Analyze customer feedback through quantitative data analysis, through live contact analysis, agent focus groups, or other methods.
• Work in a consultative fashion with stakeholders to define project approach, address roadblocks, and deliver actionable insights.
• Leverage multiple data sources to help tell a comprehensive story that marries qualitative and quantitative insights.
• Proactively build relationships and stay informed of developments within the business and share relevant information.
• Proactively highlight research opportunities in line with business or CS needs.
• Manage and coordinate projects across multiple geographies and stakeholders.
• Work with a team of external quality analysts for research support
• Coach and guide junior researcher(s) on methodology, analysis, storytelling, presentation and stakeholder management.
• Build team skills, prioritize projects, and share best practices with APAC and LATAM peers.

Skills
• Strong reporting skills (SQL or Tableau experience preferred but not required)
• Excellent analytical skills, working with large qualitative and quantitative datasets and summarizing key insights
• Strong ability to translate complex data into impactful actions
• Excellent collaboration skills
• Excellent communication skills, both written and spoken
• Excellent presentation skills
• Excellent business English

Experience
• 12+ years experience in research and/or analysis experience.
• Prior experience analyzing consumer insights
• Project management experience
• Coaching experience
• Customer journey experience is a pre
• Exposure to large scale CS operations is a pre
• Global matrix organizations

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.

Jobcode: Reference SBJ-rnqok3-18-225-195-4-42 in your application.