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CX Senior Director, Business Analytics

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CX Senior Director, Business Analytics

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Tyler Technologies Get AI-powered advice on this job and more exclusive features. Responsibilities

Define CX operational and financial KPIs to measure value creation and service outcomes. Lead performance reporting and data storytelling to senior leaders and the board. Analyze trends in cost-to-serve, margin impact, and customer retention to guide investments. Benchmark performance against industry standards. Collaborate across teams to improve accuracy, consistency, and actionability of analytics dashboards.

Description

Responsibilities

Define CX operational and financial KPIs to measure value creation and service outcomes.

Lead performance reporting and data storytelling to senior leaders and the board. Analyze trends in cost-to-serve, margin impact, and customer retention to guide investments. Benchmark performance against industry standards. Collaborate across teams to improve accuracy, consistency, and actionability of analytics dashboards.

Qualifications

Bachelor’s in Finance, Business, or Economics (Master’s preferred). 8+ years in business data analytics or performance strategy or data driven operations roles. Advanced knowledge of analytics frameworks, BI tools, and financial modeling.

Success Metrics

Improved insight into CX cost-effectiveness. Better prioritization of investments based on client and financial data. Increased adoption of analytics standards and KPIs across divisions. Seniority level

Seniority level Director Employment type

Employment type Full-time Job function

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