Director CX Insights

Profile

Effectv, the advertising sales division of **MEMBERS ONLY**SIGN UP NOW***. Cable, helps local, regional and national advertisers use the best of digital with the power of TV to grow their business. It provides multi-screen marketing solutions to make advertising campaigns more effective and easier to execute. Headquartered in New York with offices throughout the country, Effectv has a presence in 66 markets with nearly 35 million owned and represented subscribers. We're dedicated to helping our clients meet their business goals by connecting them with their customers through multiscreen television advertising. Working with companies from local startups to nationwide corporations, we provide support to help each business reach its target customers. By applying data to television advertising in new ways, we're able to bring our clients the best of digital media, coupled with the power of TV. To learn more, check out ****
Job Summary

You'll be responsible for designing, building, and growing our Customer Experience (CX) Analytics function. You will be at the intersection of customer experience and data analytics focusing on translating complex customer experience data, quantitative and qualitative, from a variety of sources into actionable insights and impactful projects. With org-wide partnerships, the role will be critical in leading business analyses, providing insights on customer behavior and interactions with **MEMBERS ONLY**SIGN UP NOW***. Advertising over time through a balanced metric set of growth/profitability, efficiency and customer satisfaction (i.e. NPS, digital adoption, customer segmentation, customer effort, speed/cycle time, unit costs/expense, customer satisfaction/sentiment). You will enable the CX team to scale to meet the needs of customers and improve their experience through product, and experience insights. You'll be highly cross-functional, collaborating across teams to deliver innovative work. Through strategy and insights, you'll be a critical contributor to making **MEMBERS ONLY**SIGN UP NOW***. Advertising more customer-centric.

Job Description

Core Responsibilities


Provide overarching direction to the CX analytics team to align CX metrics with organizational metrics and help drive customer-centricity through the lens of CX insights.

Influence major digital transformation programs including CRM to design customer experience friendly processes through data

Stand up analytical capabilities with the CX analytics team to bring together operational data with experience data including opportunities to bring in predictive analytics.

Responsible for managing a comprehensive view of key metrics and tracking performance against targets across the customer experience improvement portfolio. Publish CX Metrics (NPS, Customer effort, digital adoption, etc.) Dashboard regularly/share data learning across stakeholder teams

Present compelling customer insights using research findings and provide recommendations to stakeholders at senior management levels with focus on representing Voice Of Customer in the room.

Shape CX Analytics function with roadmap, hire and develop a top tier analytics team

Work closely with cross-functional partners, especially Finance, Product & Engineering, to identify, prioritize and implement solutions

May employ tools such as BI, speech analysis, text analysis, or other advanced analytic tools to develop insight.

Envisions use of and coordinates with data science professionals for development of statistical linkages, use of AI or other techniques.

Develop updates to reflect status of activities; monitors progress against action plans; isolates initiative effectiveness key business outcomes.

Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.

Contributes to team objectives and outcomes.


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law. **MEMBERS ONLY**SIGN UP NOW***. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

15 Years

Salary:

National Pay Range: $95,941.37 USD-$224,862.59 USD

**MEMBERS ONLY**SIGN UP NOW***. intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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