Director NPS Analytics

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

The Customer Success Planning and Operations team is responsible for creating Customer Success business priorities, long-range and in-year plans, resourcing plans, business performance management, key corporate initiatives, and producing business insights and recommendations to enable customer value and achieve Agentforce, adoption, and attrition goals.

We are seeking a highly skilled and motivated Director of NPS (Net Promoter Score) Analytics to lead our Customer Experience analytics initiatives. This role involves driving insights from customer data, enhancing customer experience, and supporting strategic decisions through data-driven recommendations. The ideal candidate will have a strong analytical background, leadership skills, and a passion for understanding and improving customer journeys.

Responsibilities

-Lead customer experience analytic efforts.
-Develop and implement analytics strategies to measure and improve customer experience metrics.
-Link NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of the customer experience.
-Analyze customer data to identify trends, patterns, and insights that inform business decisions.
-Create and maintain dashboards and reports to track key performance indicators (KPIs).
-Collaborate with cross-functional teams, including marketing, product, and customer service, to share insights and recommendations.
-Present findings and recommendations to senior management.
-Stay up-to-date with the latest analytics tools, techniques, and trends.

Qualifications

-Bachelor's degree in Business, Analytics, Statistics, or a related field; Master's degree preferred.
-10+ years of experience in customer experience analytics or a related field.
-Strong analytical and problem-solving skills.
-Proficiency in data analysis tools such as SQL, R, Python, and Tableau.
-Excellent communication and presentation skills.
-Ability to translate complex data into actionable insights.

Key Skills

-Data Analysis
-Reporting and Visualization
-Statistical Modeling
-Leadership
-Communication

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