Manager Product Analytics

Asurion Corporation Nashville, TN
Manager, ProductAnalytics - Customer Experience Manager, Product

The primary responsibility of the Manager, Product Analytics– Customer Experience is to support our award-winning CX program with criticalanalysis of key performance measures focused on customer experience of callcenter, web, chat, interactive voice response, and messaging points of servicefor all Asurion products (Mobility, Retail, Soluto). Support the Marketing Team with analytics ofthe entire customer journey from purchase, to use, through churn. Employ machinelearning and text analytics to speed the identification of trends and emergingissues in unstructured customer feedback. Develop and maintain reporting and analytic products, educate users, anddrive adoption. Support the maintenance of Asurion's survey datainfrastructure. We're looking for someone who wants to build creative solutionsand who is a self-driven individual to continue improving our team'scapabilities with new perspectives!

PrimaryResponsibilities:

* Conduct analysis to provide actionable insightsto improve customer experiences across multiple channels

* Drive transition and adoption of our new bigdata platform

* Build and support internal customerrelationships and align expectations for capabilities across teams.

* Be an innovator that uses quantitative modeling,statistics, data mining and visualization techniques to create capabilitiesand/or insights

* Create capabilities that reduce non-value addactivities through automation, and help improve efficiency of processes.

* Support the building of new data marts foroperational reporting and migration of existing data-marts and analytics to AWSAnalytics Platform

* Assist in standardizing monthly business reviewsfor all functions as it relates to data analytics and metric reporting

Qualifications:

* Bachelor's degree in Data/Analytics, Mathematics,Operations Research, Statistics, Industrial Engineering or a related field.

* Optimal candidate would hold a master's degreein Engineering, Business Management, Operations Research, or Mathematics

* Previous analytics experience and exceptionalanalytical skills is essential

* 3-5 years' experience leading teams in dynamicenvironments

* 2 years' experience in an analytics focused ordata driven Product Management role

* Ability to coach and mentor other analysts

* Clear, fact-driven, articulate & persuasiveoral, written, and presentation skills

* Demonstrated history of high levels of ownershipto achieve desired outcomes

* Ability to tell stories/explain capabilitieswith data and analytics to drive performance

* Ability to establish and maintain effective workingrelationships with all cross functional teams

* Strong ability to move between tactical andstrategic aspects of business

Technical Skills:

* Expert skill levels in database query tools(SQL, VQL)

* Proficient with visualization software (PowerView, Tableau, Spotfire)

* Proficient with common data sciencelanguages/tools (e.g., R, Python, SAS, JMP)

* Expert level skills in Excel

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200 2nd Ave. South, Nashville, TN 37201