Product Manager CX Insights
US-CO-Englewood
Attract-careers1
Req #: 92222
Type: Fulltime-Regular
|
|||||||||||
|
|||||||||||
Overview: The Customer Experience Transformation (CXT) department is seeking a highly analytical and self-driven professional to join our team as a Product Manager. In this role, you will lead the optimization of our experience management platform, focusing on conversational analytics and customer insights. The mission of CXT is to design and deliver a five-star care experience by leveraging AI to generate actionable insights that drive effective resolution. Responsibilities: In this role, you will be accountable for the day-to-day management of our Insights and Conversational Analytics product portfolio. Your responsibilities will include the design, deployment, and oversight of surveys and reporting mechanisms that empower our Voice of Customer team to extract and deliver meaningful insights. You will collaborate closely with stakeholders across all organizational levels-from individual contributors to senior leadership-to thoroughly understand their business objectives and translate these into detailed requirements. These requirements will inform survey campaigns, category and topic modeling, trend analysis, and participation in regular product business reviews with both internal teams and external partners. Key Responsibilities: * Design, deploy, and manage customer feedback programs using Qualtrics, Medallia or similar tools to including surveys, feedback loops, and experience tracking mechanisms * Analyze quantitative and qualitative data to uncover business insights that inform product development and strategy * Provide continuous management of the experience management platform including enabling new features, enhancing functionality, and driving adoption across the organization * Develop dashboards and reports to present findings clearly to stakeholders and leadership. * Oversee platform administration, ensuring secure user access, proper permissions, and data integrity safeguards * Present findings and recommendations backed by customer data to guide roadmap decisions and prioritization * Leverage customer data management and marketing automation platforms, such as Adobe CDP or Redpoint, to segment audiences and enhance personalized marketing campaigns Qualifications: Education and Experience: * Bachelor's or Master's degree in Business, Marketing, Data Analysis, or a related field * 3-5 years of experience in data analysis, customer experience research, product management or similar roles * 3+ years of experience managing vendor relationships and ROI of system and tool investments * Proven track record of managing complex projects and delivering successful product outcomes Preferred Skills and Qualifications: * Understanding of statistical analysis, research methodology, and data visualization * Proven experience designing and executing customer research programs using Qualtrics or similar platforms (e.g., Medallia, SurveyMonkey, Typeform) * Strong analytical, critical-thinking, listening, and organizational skills * Strong background in quantitative and qualitative analysis, including interpreting customer feedback, survey data, and behavioral insights * Experience with customer data management and marketing automation tools (Adobe CDP, Redpoint, etc.) Visa sponsorship not available for this role.
Share this job:
