Lead Customer Excellence & Analytics

About The Role

This role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights

As our Astronaut, your missions are

Pillar Management & Team Integration

• Direct and align three core sub-functions: QA & Training, Customer Insight, and WFM.
• Ensuring data from Insights informs QA rubrics/Training curriculum, while WFM staffing aligns with complaint volume trends.

Complaint Rate Reduction (Internal CX)

Design and execute internal operational initiatives that directly lower contact and complaint rates by optimizing agent workflows, updating knowledge bases, improving First Contact Resolution (FCR), and targeting quality coaching.

System & Process Redesign (External CX)

Partner with cross-functional stakeholders (Product, Tech, Operations, Marketing) to eliminate systemic complaint drivers, resolving upstream product bugs, policy friction, and fulfillment delays.

Root Cause Analysis (RCA) Governance

Establish structured RCA frameworks (5 Whys, Fishbone, FMEA) using insight analytics and QA escalations to isolate recurring failure points across the end-to-end customer journey.

Project Management & ROI Tracking

Own the project lifecycle for CX improvement workstreams, defining success metrics (e.g., % reduction in complaint volume, CSAT lift, ticket deflection) and presenting progress to CX leadership.

Crisis & Escalation Leadership

Lead cross-departmental task forces during major operational disruptions to mitigate customer impact in real time.

Requirements

In order to launch the missions successfully, you need to have

Educational Background

Bachelor's degree in Data Analytics, Statistics, Computer Science, Information Systems, or Economics.

Work Experience

3 - 5 years of experience in CX Strategy, Process Excellence, Operational Management, or Management Consulting within, e-commerce, or fintech sectors, with at least 1–2 years managing cross-functional projects or sub-teams.

Domain Expertise

Comprehensive understanding of WFM principles (Erlang-C, staffing models), QA/Training methodologies (ADDIE model, calibration standards), and Customer Analytics (VoC, CSAT, NPS, churn analysis).

Stakeholder & Change Management

Proven ability to influence non-CX leaders (Product, Tech, Operations Team) to prioritize CX-driven backlog changes without direct line authority.

Technical & Analytics Stack

Proficient in SQL and BI tools (Looker Studio, Tableau, Power BI) to independently independently validate insight data, alongside enterprise CX/WFM systems (Zendesk, Salesforce, Genesys, Freshdesk).