PURPOSE OF JOB:
This position leads the Library's Customer Insights Practice, including design and management of the Insights dashboard and drives development of operational plans that result from data analysis. Holds responsibility for all channels of customer feedback from innovative mobile solutions to focus groups, and provides insights on employee / customer behavior to stakeholders identifying potential issues and recommending actions. Works closely with other administrator positions as well as the Chief Customer Experience Officer as part of a cross-functional team ensuring all tactical and operational objectives of the department are met.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Lead Customer Insights Practice department, including Business Intelligence Analyst, to establish a robust approach to deliver actionable insights, respond to customer behavior and anticipate, and react to, trends.
Identify customer-facing capability gaps and provide solutions to improve customer touch points through customer feedback.
Collaborate with all divisions to develop and implement strategy, governance and roadmaps to monitor performance through data and measurement related to customer behavior.
Create, measure and analyze key performance metrics to determine and improve organization’s impact. In particular help drive third party research projects to demonstrate outcomes in the library’s key Young Minds strategy as well as the My Library and Life Skills strategies.
Serve as point of contact to develop action plans and learning agendas aligned with third party research project implementations.
Design, manage and lead development of CML’s Insights dashboard, working closely with IT teams and vendors to guarantee quality of data and value of insights.
QUALIFICATIONS & REQUIREMENTS:
Bachelor's Degree from an accredited college or university in related; Master's Degree from an accredited college or university preferred.
Certified Customer Experience Certification and/or related professional certification preferred.
8-10 years progressively more responsible experience in leadership role