Senior Manager- CX Analytics & Information Management
Role Level:
CXO-4
Job Purpose
This role supports senior management by delivering timely, customer-focused insights through expert data analysis, clear documentation, and impactful reporting. It requires a skilled and passionate analytics professional who can handle complex datasets, build strategic models, and translate findings into meaningful actions that enhance customer experience. A strong grasp of customer centric industry and proficiency in business intelligence tools are key, as the role involves close collaboration across teams and contributes to ongoing improvement in a dynamic, multi-stakeholder environment.
Key Accountabilities
Data Collection and Analysis:
Collect and analyze data related to customer experience across various touchpoints and different stakeholders.
Collaborate closely with project owners to define key project parameters—including timelines, goals, budgets, and resource requirements—and set clear reporting schedules.
Develop analytical models to enable accurate forecasting, monitor performance, and conduct root cause analysis for continuous improvement.
Technology-Driven Initiatives:
Support in driving various IT initiatives such as Data Lake, automated Dashboards
Implement dashboards and reports to track key performance indicators (KPIs) and operational metrics.
Assist the D&T team to automate the generation and presentation of data for decision-making.
Strategic Presentations and Reporting
Support the Lead- CX Analytics & Information Management in publishing various reports that help in decision making such as Enterprise KPIs, Departmental performance reports, Progress report, Variance Analysis etc
Translate complex data into clear visual narratives that support strategic planning and reviews.
Highlight any deviations or roadblocks in the actual project progress against the planned timelines and milestones.
MIS Reporting & Documentation
Design and maintain automated MIS dashboards and reports for regular business updates.
Ensure accuracy, timeliness, and relevance of all reporting outputs.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role
Strategic Foresight
Proficiency in data visualization
Business Data and Analytical mindset
Documentation
Strong Interpersonal skills
Strong People skills
Strong Team management skills
Innovative & Creative
Customer centricity
Stakeholder Management skills
Key Performance Indicators
Operational Efficiency and Technology
Analytics and insights
Accuracy and timeliness of reporting
Implementation and success of technology-driven initiatives.
Insight-to-Action Impact
Stakeholder satisfaction score on clarity, relevance, and impact of insights
Average turnaround time from data collection to stakeholder-ready presentation
Key Interfaces
Internal Interfaces
Project Owners
Work with the project owners to solve for these roadblocks and challenges to ensure project milestones are met on time
D&T Team
Collaborate with D&T leads & managers to identify the opportunities for automation and effective calibration & visualization of project progress update
Educational and Experience Requirements
Minimum Education requirements
Bachelor’s degree in Engineering, or related field.
Organization Context