Calance Job Opening

Job TitleCustomer Insights Data Mgr/Lead - ID:35545
Duration12 Months
Start DateASAP
Job SkillsInsights, Data Analyst/Scientist, NPS (Net Promoter Score);Consumer Experience (CX)
LocationTorrance, CA
Date Posted03/23/2020

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FOR IMMEDIATE DETAILS ABOUT THIS POSITION, contact ANY of us direct, referencing the job# below:

Kindest Regards:
JUSTIN MATLIN: (949) 860-4716
SUMIT KUMAR: (949) 860-4718
KIANA AREVALO: (469) 325-3712
JOANNE SMITH: (469) 298-9115
SHERRIE KRAUS: (469) 996-9697
E M A I L:


** We will NOT accept 3rd Party (C2C)/INC/1099 consultants **

As a 1st tier vendor with 30 consultants working with this client nationwide, we have been asked to identify candidates for position listed below with a Global Company in Torrance, CA. Although this is a contract role, it's long-term, as the average consultant is on project between 5-9 years. All work will be performed on-site and you MUST be available for a face to face interviews (Local Candidates only/No remote worked offered).

Position: Customer Insights Data Mgr/Lead
Job Ref#: 35545
Duration: 2+ Years (On-going Contract)
Location: Torrance, CA 90501 (on-site only)
Rate: Open, depends on exp level (W2 Only)


Customer Insights and Advocacy Senior Leader will build and overseeing the development and operations for the enterprise-wide customer insights group within the Customer Experience Office (CXO); accountable for driving improvement of overall brand and key episode NPS (Net Promoter Score) based on ‘voice of customer’, eliminating highest priority customer pain points with solutions that will measurably improve customer experience and deliver business results (purchase/loyalty) supporting the goal of becoming the most liked brand. They will manager a team to support the customer insight to the organization through analysis, research, modeling and data mining. They need to understands the business presentation aspects behind digesting this type of customer data so we can do better port foiling around our customers.

Daily Tasks:
• Operate budget for net promoter system approximately $4M and NPS Prism for ~$500K, which supports enterprise level Consumer Experience (CX) episode prioritization
• Recommend what key business unit and enterprise level Customer Experience episodes/activities need to be addressed based on data to improve business outcomes
• Provide counsel to Customer Insights, Analytics & Advocacy Enterprise Leader on consolidation plans for existing $15M of sentiment study spend and approval rights for future customer sentiment research instruments and spend
• Work with VP, various business units and functional areas to share INSIGHTS and Key areas to improve customer experience and business outcomes in order to focus on efforts and provide data analytics/scientist service needs
• Work with various management associates across the enterprise to share INSIGHTS and key customer experience areas that "MAKE A DIFFERENCE' IN DELIVERING BUSINESS VALUE"

(60%) Daily Tasks:
• Oversee & direct day-to-day responsibilities of Customer Insights & Analytics (Measure and Monitor Voice of Customer) team, working to answer most pressing customer experience questions using a cross-BU lens (e.g., what are the key moments of truth along the end-to-end customer journey? What are the top priority pain points within these moments of truth?); ensure closed-loop feedback to data gathering, analysis, and subsequent actions to ensure insights derived lead to measurable customer experience results
• Manage and direct budget for customer sentiment measurement & reporting instruments, including oversight of efforts to centralize and streamline select customer sentiment studies to provide more valuable / actionable insights
• Generate demand from business units for deeper and more targeted customer research and insights
• Design customer experience reporting feedback loops in partnership with BUs; maintain consistent monitoring, communication, and follow-up to ensure insights are translated into action
• Design, manage and deliver cross-enterprise Consumer Experience (CX) Dashboard, including serving as primary operational contact to external vendor(s) contracted to build and operate dashboard
• Enterprise level role influencing all business unit customer experience investments and ultimate financial impacts.

(30%) Daily Tasks:
• Develop and manage the launch plan of NPS (Net Promoter Score) program, ensuring system is designed and introduced to maximize cross-enterprise impact

(10%) Daily Tasks:
• Design, build and maintain central repository of Consumer Experience (CX) measurement and reporting tools & studies

• 5+ Years actively leading and building a team focused on Customer experience measurement and insights.
• Experience with one of the Big NPS (Net Promoter Score) software providers (ie QUALTRICS, MEDALLIA, IBEX)
• Experience with NPS (Net Promoter Score) systems implementations
• Must have strong data analysis and communication skills; ability to rapidly synthesize and interpret data, codify specific and details insights and up-level takeaways for executive read outs; experience with customer experience measurements and reporting.
• Experience working cross functionally with in a large enterprise, developing/maintaining strong work relationships and work with numerous stakeholders; Collaborate to drive impact at a fast pace.
• Must be a results leader to easily shift from detailed data comprehension to "Big Picture" takeaways, using consistent data to support rapid Consumer Experience (CX) decision making
• Experience with Consumer Experience (CX) measurements and reporting (Enterprise Consumer Experience (CX) Dashboard implementation and use to support BU planning)
• Experience presenting before Sr. VP and Executives
• High proficiency in acquiring data from multiple sources, structuring and converting into meaningful insights.
• Developing, analyzing reports and making big data visualization analytics and insights dashboards for business decisions making processes and improvements.
• Experience gathering to describe descriptive analytics, predictive analytics, statistical modeling, and quantitative analytics.
• Technical knowledge using SQL, Business Objects, Oracle or similar query tools for large data sets
• Experience creating/generating detailed reports, using Excel.
• Strong presentation and communication skills
• EDUCATION: BS /BA Market Research, Marketing or equivalent experience

Calance Consultant Benefits Offerings:
• EPO/PPO Medical Plan (Cigna)
• HMO/PPO Dental programs (Cigna)
• Vision - VSP (Vision Plan Summary)
• Voluntary Life, Short (STD)/Long Term (LTD) Disability and Voluntary plans
• 401K VOYA Retirement vesting program
• Paid Bi-Weekly/Direct Deposit

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Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.

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