The New York Times is undergoing a transformation that puts our readers at the center of everything we do and furthers our reputation as world class consumer brand.
The CX Insights Manager is a new role within the broader Customer Experience team and will be responsible for unearthing customer experience insights across our subscriber journeys to help drive improvements across the business. He/she will also apply rigor in measuring and quantifying the impact of customer satisfaction.
This role will work cross-functionally to support business teams with their data and insights needs within priority moments of our subscriber’s journeys. He/she will understand the broader business goals of the teams we support and use this knowledge to develop relevant, contextualized and timely insights. This person is critical in supporting the plans to enhance the consumer journey across the company’s business channels, to ensure continuity in the brand experience, and deliver a best-in-class customer experience.
Core Responsibilities:
Analyze Customer Experience Data: Analyze customer satisfaction, likelihood to recommend and sentiment through quantitative and qualitative survey data. Develop relevant and timely insights to teams across Brand, Marketing, Product and Newsroom. Identify/Flag areas of opportunity for improvement, emerging themes and/or journeys and friction points along those journeys.
Communicate CX Insights to Key Stakeholders: Work with stakeholders across the business to develop a more proactive CX insights communications strategy that makes it easier for them to learn from and leverage CX insights and data This may include developing Stakeholder dashboards and automated reports, developing weekly or bi-weekly summary reports, building proactive notifications and alerts.
CSAT Analytics: Partner with our Data Insights Group (DIG) to analyze CSAT and its impact on key business outcomes (ie retention and churn). Partner with DIG to further understand which components of the experience are most impactful and for which types of readers. Work across the Retention and DIG teams to build CSAT into broader customer success modeling.
Continuous Improvement of CX Insights Program: Review effectiveness of current CX insights program and ensure insights fulfill stakeholder needs. Partner with Audience Insights to identify gaps in customer feedback listening posts and research methods. Partner with DIG to build the maturity of our CX analysis approaches. Recommend and implement improvements for gathering, reporting and analyzing CX feedback and metrics.
Qualifications:
HOW TO APPLY:
PLEASE GO TO OUR WEBSITE AND APPLY, DO NOT USE THE EMAIL ADDRESS.
USE THIS LINK TO APPLY:
.https://nytimes.wd5.myworkdayjobs.com/en-US/Marketing/job/New-York-NY/Customer-Insights-Manager_REQ-001047-1
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