Sr. Manager, Customer Experience & Analytics

The Senior Manager, Customer Experience & Analytics implements key initiatives to advance the department’s mission of improving customer experience through 360-degree data capture and predictive insights from analytics. This role reports to the SVP, Customer Experience & Analytics and focuses on identifying and addressing opportunities to improve the customer experience across EBG platforms and user channels.

Essential Functions

• NPS program: Design, deploy and optimize surveys across user touchpoints to measure NPS and understand key drivers; deliver actionable recommendations to business owners, work with Product, Marketing and Technology teams to implement improvements (“close the loop”)
• Ad-hoc survey research: Support business owners with survey research to answer key business questions, create surveys for deployment across channels, synthesize and report findings and recommendations
• Usability testing: Design, deploy and optimize online focus groups to support website feature development and UX optimization projects, analyze and report findings and provide recommendations
• Customer feedback consolidation: Work with Operations team to consolidate and evaluate customer feedback from multiple channels and touchpoints, identify highest priority opportunities and work cross functionally to implement and/or test improvements
• User journey optimization: Manage and/or support initiatives to improve key points in the customer journey e.g. product discoverability, product fulfillment, refund requests
• Work closely with CX & Analytics team members to understand customer feedback in context of behavioral data (what customers say versus what they do) and broader business environment
• Leverage customer feedback to mine and identify demographic and psychographic attributes that help inform UX and marketing decisions

Qualifications

• Bachelor’s degree
• 4+ years relevant primary research experience
• Comprehensive understanding of primary research and testing methodologies:
  • Survey development and analysis
  • Split and multivariate testing
  • Qualitative versus quantitative
  • NPS, CSAT
• Proficiency with online / SaaS survey tools e.g.
  • Qualtrics
  • UserTesting
• E-commerce experience
• Experience managing projects requiring cross-functional collaboration
• Ability to independently manage multiple projects with a high degree of accuracy and attention to detail
• Flexibility to flourish in fast paced environment and quickly shift priorities to accommodate business needs
• Excellent written and oral communication skills
• Ticketing and/or Travel & Entertainment experience a plus
• Proficiency with web analytics tools a plus, e.g. Adobe Analytics, Google Analytics

Compensation:$90k-$150k

Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data.

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cardsto full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.

EBG