SharkNinja is hiring a
Senior Director

Summary

Join our team as a Senior Director, Global Cx, Analytics and Insights to shape data-driven decisions that impact customer satisfaction and business success. This role combines analytical prowess with a deep understanding of customer behavior.

Requirements

• 7+ years’ experience with proven experience in a similar role with a global organization
• Experience using project management tools, technology, and workflows
• Advanced Analytics: Proficiency in statistical tools (e.g., R, Python) and data visualization platforms (e.g., Tableau) is essential
• Business Acumen: Understanding business objectives and translating data insights into actionable strategies is vital
• Communication: The ability to convey complex findings to non-technical stakeholders is crucial
• Ethical Data Use: Handling customer data ethically and ensuring compliance with privacy regulations
• Innovation: Staying abreast of analytics trends and exploring novel approaches to enhance CX

Responsibilities

• Analyze vast amounts of customer data to extract meaningful insights
• Define and track key performance indicators (KPIs) related to contact center operations and consumer experience including, NPS, CSAT, Effort and other measurements
• Leverage available data to identify insights that reduce consumer effort, improve KPIs, drive consumer loyalty, and improve products
• Lead a team that uses data to represent the voice of the consumer across the organization specifically where process, product changes can drive improvements and reduce consumer effort

Benefits

Remote work