Manager, CX Insights

• Responsible for the VoC program/report for the Brandwatch org – ensuring actionable insights, and establishing channels of comms with various stakeholders across the org.
• Responsible for maintenance and development of CX dashboards (SFDC and Gainsight) to inform priorities and improve GRR
• Manage a team member who will support you with day-to-day analytics requests from the CX org and be responsible for the quality and volume of the feedback to the VoC programme.

Qualifications & Competencies

• Minimum of 5 years of professional experience in a related field, ideally in B2B SaaS
• Experienced in stakeholder management and stakeholder communications.
• Experience with data visualisation tools to create reports and dashboards, able to articulate complex concepts in a clear and concise manner
• Effective planning and organizational skills
• Proficient in decision-making, analysis, and problem-solving, with the ability to multitask
• Experience working in a highly collaborative, dynamic, and team-oriented work environment
• High level of general technical understanding
• Understanding of best practice business processes
• Easily adopts to new technology
• Problem solving capabilities, attention to detail, data handling skills
• Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences
• Understanding of user experience
• Experience of working with large volumes of data
• Experience training and supporting users
• Knowledge of scripting languages (e.g., SQL) preferred
• Experience with Salesforce preferred
• Proficient in MS Office (primarily Excel)
• Experience in Customer Experience measurement preferred
• Experience with a VoC tool preferred
• Proven ability in driving awareness and understanding of customer experience opportunities - someone who can explain both the ‘what’ is happening and the ‘why’ it is happening.