Manager, CX Analytics · Bengaluru

Manager, CX Analytics is a delivery-focused opportunity based in Bengaluru, India.

We are looking for a Manager, CX Analytics to own the measurement, instrumentation, and insight layer across our Customer Experience and Operations teams. This is a high-impact individual contributor role — you will be the analytical engine behind CX, translating raw operational data into decisions that improve efficiency, reduce cost, and elevate customer experience.

Key Responsibilities

• We are looking for a Manager, CX Analytics to own the measurement, instrumentation, and insight layer across our Customer Experience and Operations teams
• This is a high-impact individual contributor role — you will be the analytical engine behind CX, translating raw operational data into decisions that improve efficiency, reduce cost, and elevate customer experience
• Duties and Responsibilities: Own the end-to-end analytics lifecycle for CX Operations: metric definition, data instrumentation, reporting, and insight delivery to leadership Build and maintain dashboards and analytical models that surface CX metrics like AHT, CSAT, productivity, repeat rates, bounce rates, cost-per-contact trends across channels Author business requirements for data instrumentation gaps — defining event-level tracking needs, data contracts, and success criteria in partnership with engineering and ops teams Translate complex operational data into clear, decision-ready narratives for senior stakeholders Identify inefficiencies in CX processes through data; quantify their cost impact and size the opportunity for improvement Partner with Workforce Management and Finance on headcount planning, cost modeling, and productivity benchmarking Use AI tools including Claude to accelerate analysis,
• Own core deliverables associated with the Manager, CX Analytics role and execute them with strong accountability.
• Collaborate with cross-functional stakeholders to move work from planning through completion.
• Translate goals into clear actions, priorities, and day-to-day execution plans.
• Track progress closely and surface blockers before they affect outcomes.
• Apply sound judgment to maintain quality, consistency, and timely delivery.
• Create and maintain documentation, updates, or reporting that keeps stakeholders aligned.
• Identify process gaps and recommend practical improvements based on observed friction.
• Balance multiple priorities while keeping commitments visible and manageable.
• Support problem-solving across routine work and higher-priority escalations as needed.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience in a relevant field.
• Strong communication and stakeholder-management skills.
• Ability to organize work clearly, prioritize effectively, and deliver with consistency.
• Strong problem-solving ability with attention to detail and quality.
• Comfort collaborating across teams while maintaining personal accountability.
• A proactive mindset focused on ownership, execution, and continuous improvement.

Applications should be submitted through the listed apply link.