CX Insights Manager

March 19

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EDB

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EDB is a company focused on providing advanced software solutions and services for database management. It specializes in PostgreSQL, an open-source database management system, and helps organizations deploy, run, and scale their data infrastructure efficiently and securely. EDB offers tools and support for database optimization, migration, and performance tuning, making it a valuable partner for enterprises looking to maximize their data capabilities.

open source database • database • Postgres • oracle compatibility • PostgreSQL

501 - 1000 employees

Founded 2004

🏢 Enterprise

🤝 B2B

💰 Venture Round on 2019-10

📋 Description

• As the CX Insights Manager, you will be the central resource for customer experience (CX) data and insights. • This role is crucial for driving data-driven decision-making by leveraging analytics and artificial intelligence. • Collaborate closely with the CX functional teams, Data and Analytics team and IT to provide meaningful insights into the customer experience and identify opportunities to improve that experience. • Address Challenges and Solve Problems through Data: Collaborate with leadership to identify challenges and key questions that can be addressed through data. • Be the go-to expert on CX information and metrics, providing a deep understanding of the data sources, ensuring data accuracy and consistency. • Ensure CX-related information is well-organized, accessible, and structured in a way that supports key business functions. • Translate data into digestible impactful narratives for key stakeholders. Provide meaningful recommendations based on data analysis to improve all of the CX functions including the customer journey, retention, and satisfaction. • Identify and drive AI-driven initiatives that enhance CX efficiency and scalability. • Partner with the Data and Analytics team to design and refine dashboards that track key CX performance metrics. • Pull, combine, and analyze data from multiple sources beyond standard dashboards for deeper insights or ad hoc requests. • Communicate findings and insights effectively to both technical and non-technical audiences.

🎯 Requirements

• 7+ years of experience in a data-driven customer experience or business insights role in a SaaS or technology environment. • In depth understanding of CX metrics and KPIs, including Support. • Proficiency in data visualization and analytics tools such as Tableau, Power BI or similar platforms. • Solid knowledge of database concepts and hands-on experience with SQL and Python and advanced Excel/Google Sheets skills. • Hands-on experience extracting, cleaning, and analyzing data from multiple sources, including CRM (Salesforce) and Support platforms. • Experience with data for AI in corporate environments and driving business improvements with AI. • Ability to translate complex data into clear, compelling insights for non-technical stakeholders. • Strong communication and presentation skills, with experience creating executive-level reports and presentations and bridging technical and non-technical audiences. • A highly organized and detail-oriented mindset, with the ability to manage multiple data requests and reporting needs. • A passion for customer experience and a data-driven approach to problem-solving. • Bachelor’s degree in Computer Science, Data Science, Engineering, Mathematics, or a related field.

🏖️ Benefits

• Access to CuraLinc for health and wellness tips and practices. • Wellness Fridays extending to December 2025!