Director - Customer Experience Analytics

Role Name : Director of Customer Experience Analytics

Key Objective :

We are seeking a technically strong and hands on Director of Customer Experience Analytics to lead the integration, monitoring, and continuous improvement of customer experience metrics across engineering and operations. This role is pivotal in unifying fragmented monitoring efforts, defining a scalable roadmap, and enabling real time visibility into issues that impact customer experience.

The ideal candidate will have experience working with large scale systems spanning complex distributed architectures and IoT scale data ingestion. Exposure to multibillion sensor data points per day and analytics across hundreds of dimensions will be an added advantage.

The role also demands a strong grasp of the breadth of engineering functions and the ability to define key performance indicators (KPIs) that reflect operational health and customer impact.

This is not a customer facing role. It requires close collaboration with engineering teams and a strong understanding of end-to-end systems. The candidate should be able to define data driven metrics that proactively identify issues from an engineering perspective and present insights to executive leadership

Responsibilities :

- Proactive & Real-Time Monitoring : Design and implement systems for real-time and proactive monitoring of all parameters that influence customer experience.

- Executive Dashboard Ownership : Lead the development of a unified dashboard that consolidates key metrics (e.g., page load times, alert precision, device health, video availability, system uptime) into a single view for leadership.

- Customer Health Index : Define and maintain a RAG (Red-Amber-Green) model to quantify customer experience health using a weighted formula across multiple parameters.

- Cross-Team Integration : Collaborate with engineering, product, support, and analytics teams to identify gaps, reuse existing monitoring, and define new requirements.

- Anomaly Detection Strategy : Work with technical teams to define severity levels, detection logic, and automation for anomalies across systems.

- Roadmap & Governance : Own the roadmap for customer experience analytics, ensuring alignment with business priorities and operational readiness.

- Bridge Technical and Executive Insights : Bridge the gap between technical insights and executive decision-making, providing clear and actionable data.