Insight Lead (Customer Experience)

Connect data from AI bots, human support interactions, factory metrics, and logistics milestones to uncover hidden commercial value.

Analyze support tickets, chat logs, and CSAT or NPS scores to find root causes of customer issues and share findings with team partners.

Evaluate contact per order metrics and present clear recommendations that drive self-service adoption and operational process improvements.

Build and maintain automated dashboards that deliver accurate, single-source-of-truth reporting for business stakeholders.

Investigate unified journey analytics and develop business cases for technical tools, AI implementations, and channel optimizations.

Partner with the Planning Lead to integrate objective data insights into care, shipping, and production forecasting.

Create a value-impact framework to triage competing operational requests and keep team resources focused on high-value goals.

Positively influence Cost per Order by mapping supply chain efficiency opportunities directly to business value.

Quantify the financial difference between the cost of failure and the value of resolution to justify operational pivots.

Build a 6 to 18 month roadmap for proactive outreach moments that boost overall Customer Lifetime Value.

Develop an operational framework that feeds production line quality and lead time data directly into the customer experience ecosystem.

Coach a small team of analysts, building their technical skills and transforming reactive reporting into proactive value hunting.

Strengthen the link between operations data and core business outcomes like margin, revenue, and overall efficiency.