Senior Manager, CX Analytics
$130,000–$160,000 year
On-site · Needham, Massachusetts, United States
Job Summary
Senior Manager, CX Analytics to lead CX Data capability and build scalable, AI-enabled analytics that power operational excellence across the global Consumer Experience organization. Own CX Analytics strategy, metric standardization, and CX data engineering within Snowflake/dbt frameworks. Design and implement CX domain models, optimize SQL and dbt pipelines, and build self-service analytics with governed semantic layers and data marts. Lead AI-enabled insight acceleration by applying NLP, anomaly detection, and LLM-powered summarization to CX KPIs. Collaborate with Enterprise Data to ensure governance, scalability, and alignment of CX data products, dashboards, and analytics workflows for faster, more informed decision-making.
Required Qualifications
- 8–12+ years in Analytics with strong CX/Contact Center focus
- Deep experience in Contact Center operations, Quality, and Voice of Consumer
- Advanced SQL expertise
- Strong Snowflake experience
- Hands-on dbt model development
- Experience operating within a centralised enterprise data platform with governance frameworks
- Experience building governed data marts or semantic layers
- Experience enabling structured business self-service analytics
- Exposure to AI/ML techniques in analytics workflows
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