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
Related jobs:
Job Description
A live broadcast production is seeking skilled professionals to bring high-quality video coverage to weekly services. This role involves overseeing or operating broadcast equipment, ensuring seamless technical execution, and delivering a polished viewing experience for the audience. Candidates should be experienced in live production, able to work under pressure, and committed to delivering professional results.
Job Responsibilities
-
Direct live broadcast services, including calling the show, operating switchers, and managing camera operations
-
Coordinate graphics, audio, and technical elements for a professional on-air presentation
-
Operate PTZ and remote cameras in both ENG and studio formats during live services
-
Frame and compose shots, perform smooth camera movements, and multitask during live direction
-
Prepare, position, and assess technical readiness of gear such as cameras, tripods, and transmitters
Requirements
-
Minimum 3 years of experience in live video production or camera operation
-
Proficiency with broadcast equipment such as Blackmagic ATEM switchers, cameras, and presentation systems
-
Strong leadership, communication, and multitasking skills under time-sensitive conditions
-
Physical stamina for extended standing and equipment operation, with excellent vision and hearing
-
Ability to troubleshoot and maintain high technical and creative standards
Compensation
-
Competitive pay based on experience
-
Up to $350 per service for Production Directors
-
Up to $300 per service for Camera Operators
Job Description
A creative production team is currently seeking skilled crew members for an interior design series filming a short run in early September. This is a paid opportunity supporting a small, agile team on location. Crew members will play an integral part in ensuring smooth operations for a fast-paced set environment.
Job Responsibilities
-
Operate FX9 camera for filming select scenes
-
Assist camera operators and manage equipment setup (Camera Assistant / DMT)
-
Provide hair and makeup services for the host (HMUA)
-
Support general production needs, pickups, and set preparation (Production Assistants)
Requirements
-
Must be available for 3–4 days between September 11th and 22nd
-
Production Assistants must have a valid driver’s license for crew pickups
-
Local or New York-based crew preferred for logistical convenience
-
Portfolio or CV required for consideration
Compensation
-
All roles are paid (rate details upon application)
Model Recruiters for Fashion and Talent Agency
Job Description
A top-tier modeling agency is now hiring motivated Model Recruiters to scout new talent and connect with aspiring models in the Atlanta market and beyond. This is a remote-friendly, commission-based opportunity ideal for self-starters who are passionate about fashion, talent development, and building strong networks in the entertainment industry. If you’re looking for flexibility and income potential while expanding your footprint in the modeling world, this role is for you.
Job Responsibilities
- Identify and recruit potential modeling talent through online platforms and personal networks
- Build and maintain a pipeline of qualified candidates for agency representation
- Conduct initial outreach and guide talent through the application process
- Attend weekly calls and monthly virtual meetings for team updates and support
- Stay informed on trends in the modeling and entertainment industries
Requirements
- Must be 18 or older
- Familiarity with the fashion or modeling industry preferred
- Self-driven, organized, and results-oriented
- Smartphone and/or computer required for daily communication
- Able to work independently with minimal supervision
Compensation
- Commission-based pay structure with unlimited earning potential
- 90% remote flexibility
- Access to an established network within the Atlanta modeling market
- Ongoing mentorship and brand-building opportunities