Sr. Manager, Insights & Analytics

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations, and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood.  We also have employees working in field sales, service centers, Dyson Demo Store’s, and remotely supporting the Customer Service organization across the country. 

The Sr. Manager, Insights & Analytics for AMS Customer Service (CS) will be responsible for leading the Service Innovation Insights & Analytics team. This role will report to the Director of Service Innovation and support the organisation’s objectives. 

About the Role:

This role will lead the Service Innovation Insights & Analytics Team to support Americas CS business growth, efficiency, and customer experience excellence via:

• Strategic, multi-source, data synthesis 
• Business performance tracking & reporting
• Customer experience insights & diagnostics

Strategic, Multi-Source, Data Synthesis

• Apply statistical analysis expertise to examine structured and unstructured data from multiple disparate sources. 
• Apply expertise in quantitative and inferential analysis to lead a team of data professionals who can see beyond the numbers and pull insights to identify trends & opportunities. 
• Lead strategy toward predictive data modelling that provides proactive awareness of expected KPI impacts.
• Lead design of dashboards and reports that provide performance insights and service quality data. 
• Lead the maintenance, evaluation, and evolution of quantitative and qualitative data sets and tools always striving towards continuous improvement.

Business Performance Tracking & Reporting

• Seek to understand business needs & gaps.
• Be a strategic partner to stakeholders and navigate business planning, development, and implementation of tools and modeling from data to business action.
• Collaborate with Global Insights & Analytics leaders to identify improvement opportunities and overlapping strategies.
• Enable data-driven decisions via influential & impactful insights & applications.
• Lead change management in all Insights & Analytics projects including but not limited to road mapping, communication, planning, risk mitigation, channel strategy, vendor management, and stakeholder management.
• Lead a cadence of performance, insights, and experience reports to the business, while also driving delivery of ad-hoc data and insights requests that serve as tools to enable strategic decision making.
• Manage all data outputs that are levers for processes including but not limited to Pay for Performance programs and financial administration.

Customer Experience Insights & Diagnostics

• Lead research of internal and external data sources to analyze customer segments, product/service usages and patterns, and their correlation with customer experience and Dyson P&L impacts.
• Lead consolidation of customer feedback and experience data with other transactional, operational, and process data to paint a clear picture of the Voice of Customer (CSAT, NPS, etc) or other Customer Experience (CX) drivers.
• Identify and advocate for improvement strategies using experience analysis. 

About You:

• Ability to articulate, communicate, and collaborate across end-to-end business functions proactively and effectively.
• Proven track record of excellent people leadership, with strong capability of leading up and articulating impact and output of the team. 
• Demonstrated ability in applying the following skills: negotiation, multi-tasking, analytical & conceptual thinking, proactive communication, and storytelling. 
• Ability to challenge status quo with stakeholders while navigating alignment of senior team members.
• Ability to utilize solid research foundations on traditional insights methodologies and data analytical skills, while also being open to exploring new capabilities.
• Experience excelling at working in a remote environment.
• Proven ability to live and drive a culture of agility and innovation while prioritizing people engagement and well-being.

• Strong SQL skills or proven track record of leading and supporting a team with this strong skillset.

• Experience leading a team with extensive management of data visualization software such as Tableau, Looker or Power BI.  

Benefits:

US FT Benefits Package