Vice President, Consumer Experience, Insights & Analytics

Role Description

• Create a comprehensive CX vision and roadmap that is aligned with business objectives and will be implemented across physical and digital touchpoints.
• Outline key initiatives, milestones, and resources required to achieve the organization’s CX vision.
• Act as the primary advocate for the customer in executive meetings, ensuring that customer needs and perspectives are central to strategic decisions.
• Foster an environment that encourages experimentation with new technologies (e.g., GenAI), methodologies, and approaches to be at the forefront of CX innovation.
• Leverage voice of the customer (VoC) platforms and programs, influencing ongoing enhancements, and ensuring holistic customer feedback is captured across direct, indirect, and inferred feedback channels to improve the customer journey.
• Establish and monitor customer-focused KPIs to identify actionable insights and ensure continuous enhancement of the experience.
• Work with key partners to correlate CX initiatives to financial outcomes (e.g., retention, expansion revenue).
• Lead the analysis and reporting of CX metrics, such as NPS and CSAT, and identify key trends, root causes, and actionable insights to inform decision-making.
• Develop and continuously monitor a clear internal team ownership of different stages of the customer journey to ensure effective governance of the customer journey.
• Partner with the operations, strategy, and IT teams to support ongoing utilization of VoC feedback and analytics to drive continuous improvement.
• Define and execute the consumer and marketing analytics agenda, establishing robust and innovative quantitative analytics capabilities.
• Provide strategic oversight and leadership in data storytelling, reporting, and insights to inform and measure decision-making within the marketing and consumer experience domain.
• Collaborate with Martech and Digital Marketing leaders to ensure the effective implementation and management of platforms for collecting, analyzing, and reporting digital data from multiple sources, including web, mobile, social media, and other digital platforms.
• Build strong relationships with finance, service line, and divisional leaders to demonstrate the value of marketing, as well as foster a collaborative strategy that includes shared measurement frameworks for evaluating success.
• Evaluate and implement emerging analytics technologies (e.g., AI/ML, predictive modeling, data visualization platforms) to stay ahead of industry trends and drive marketing and consumer experience innovation.
• Monitor the impacts of fast-growing technology trends – such as GenAI – on marketing analytics, and revise the data, measurement, and analytics strategy accordingly, ensuring stakeholders are informed and educated about such impacts.
• Establish and report on key performance indicators (KPIs) related to marketing econometrics, channel performance, and marketing efficiency.
• Manage full ownership of reporting, forecasting, and insights for new consumer growth, consumer retention, and share of wallet growth strategies.
• Manage the implementation and configuration of digital analytics tools (e.g., Google Analytics, Salesforce Data Cloud) and other relevant tools, ensuring accurate and efficient data collection across various digital platforms.
• Lead the exploration and adoption of advanced measurement techniques such as multi-touch attribution, marketing mix modeling, and real-time analytics.
• Lead and mentor a high-performing team that uncovers opportunities and designs solutions for the customer's end-to-end experience, fostering a culture of collaboration, accountability, and innovation within the team.
• Foster a collaborative, performance-driven work environment, setting clear goals, providing feedback, and supporting ongoing development.
• Educate and engage stakeholders on the value and capabilities of analytics tools to build awareness and secure buy-in for analytics investments.
• Provide guidance and coaching for team members, guiding them to advance their subject matter expertise and identifying future leaders to meet business objectives.

Qualifications

• Bachelor’s degree in business, marketing, communications, social sciences, computer science, statistics, economics, or a related field.
• 10+ years progressive marketing leadership required, 12-15+ years preferred experience in CX, marketing analytics, strategic planning, or a related field.
• This experience must include significant leadership responsibilities, such as managing teams of direct reports and leading complex, cross-functional projects.

Requirements

• Proven track record of effective leadership, driving impactful outcomes for consumers and end-users.
• A strategic mindset with the ability to define vision, set priorities, and align customer initiatives with overall business objectives.
• Exceptional business acumen, with strong critical thinking and problem-solving abilities to develop and execute enterprise-wide strategies.
• Advanced change management capabilities, fostering an inclusive culture, resolving conflicts, and proactively mitigating risks.
• Leverages business and financial acumen to inform CX strategies with a deep understanding of industry trends and competitive positioning.
• Forward-looking mindset, adept at integrating industry best practices and regulatory insights in dynamic, fast-paced environments.
• Strong ability to apply market and consumer understanding to campaign measurement and marketing mix modeling.
• Proficient in leveraging statistical modeling and analytics software tools to generate actionable insights.
• Strong background in data analysis, statistical analysis, predictive modeling, and related analytical functions.
• Demonstrated success in overseeing large-scale, complex initiatives.
• Deep technical expertise in cloud-based data platforms and cutting-edge digital analytics tools.
• Proven experience in leading high-performing teams and cross-functional working groups, inspiring collaboration and delivering results.

Benefits

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift, on call, and more based on a teammate's job.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.
• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.