Director Customer Experience & Analytics

Role Overview: You are the Director of Customer Experience Analytics, responsible for leading the integration, monitoring, and improvement of customer experience metrics across engineering and operations. Your role involves unifying monitoring efforts, defining a scalable roadmap, and ensuring real-time visibility into issues affecting customer experience. Although not customer-facing, you will closely collaborate with engineering teams and present insights to executive leadership. Key Responsibilities: - Design and implement systems for real-time and proactive monitoring of parameters influencing customer experience. - Lead the development of a unified dashboard consolidating key metrics for leadership. - Define and maintain a RAG model to quantify customer experience health. - Collaborate with cross-functional teams to identify gaps and define new requirements. - Work on defining severity levels, detection logic, and automation for anomalies. - Own the roadmap for customer experience analytics and bridge technical insights with executive decisions. Qualifications Required: - Proven experience in program leadership with measurable outcomes. - Ability to align diverse teams towards a common monitoring strategy. - Strong analytical skills to interpret data and translate insights into action. - Familiarity with observability tools, alerting systems, and health metrics. - Strong programming skills in Python or Java for writing production-grade code. - Excellent collaboration and communication skills. - Experience with data pipelines, SQL/NoSQL, cloud platforms, and visualization tools. - Knowledge of big data technologies, machine learning, and cloud platforms is a plus. - Bachelors degree in Engineering, Computer Science, Data Science, or related field. - 15-20 years of industry experience in data analysis and technical roles.,