Experienced Senior Manager - Customer Insights and Digital Analytics – Driving Business Growth through Data-Driven Decision Making

Join the Team at blithequark and Lead the Way in Digital Customer Experience

At blithequark, we believe that with the right backing, people and businesses can progress in incredible ways. As a global and diverse community of colleagues, we are committed to backing our customers, communities, and each other. When you join our team, you'll become part of a dynamic organization that values learning, growth, and career development. Our company culture is built on integrity, and we strive to provide the world's best customer experience every day.

About Our Digital Customer Experience Organization

The Global Digital Customer Experience (DCX) organization is a strategic focus area for growth within Travel and Lifestyle Services at blithequark. We are investing heavily in transforming and optimizing our digital proposition and capabilities. Our Digital Customer Experience team plays a critical role in driving direct revenue, cost savings, and overall Card product engagement, loyalty, and satisfaction.

Job Summary

We are seeking an experienced Senior Manager - Customer Insights and Digital Analytics to lead our Digital Customer Experience team. As a Senior Manager, you will play a critical role in shaping our continued strategy by analyzing customer engagement and measuring performance through Digital Analytics tools. You will report on Customer Insights drawn from extensive UX Research, Competitive Analysis, and Customer Satisfaction survey analysis.

Key Responsibilities:

• Drive improvements in the customer journey by gathering and analyzing customer feedback and website/marketing metrics – traffic, click-throughs, conversion, bookings, etc. – and share key learnings with the Product, Technology, Marketing, and Partnerships teams as well as Senior Leadership.
• Manage and optimize the use of onsite analytics tools (primarily Adobe Analytics).
• Define and direct the website's test and learn strategy – with a focus on A/B testing – in order to evaluate the performance of new features and functionality on the website.
• Play an ongoing role as the point-person for ad hoc business analysis, including evaluating continuous enhancements, measuring the impact of marketing campaigns, interpreting customer sentiment, etc.
• Create impactful reports, dashboards, and decks and confidently communicate/present to audiences at all levels of the business.

Requirements and Qualifications

Essential Qualifications:

• A well-developed analytical skill set and excellent problem-solving skills, with proficiency in Excel.
• Experience with Adobe Analytics is strongly preferred.
• Ability to manage and prioritize multiple activities, workloads, and objectives.
• Must be able to develop and maintain collaborative relationships with product, marketing, and technology partners.
• Proven track record of driving results in a fast-paced, multi-dimensional environment.
• Effective interpersonal, communication, and presentation skills.

Preferred Qualifications:

• Experience in a similar industry or role.
• Knowledge of data analysis tools and techniques.
• Certification in analytics or a related field.

What We Offer

Compensation and Benefits:

We offer a competitive salary range of $90,000 to $165,000 annually, plus bonus and benefits. Our benefits package includes:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Career Growth and Learning Benefits

At blithequark, we prioritize the growth and development of our colleagues. We offer:

• Career development and training opportunities
• Mentorship programs
• Leadership development programs
• Industry conferences and workshops
• Online courses and webinars

Work Environment and Company Culture

Our company culture is built on integrity, and we strive to provide the world's best customer experience every day. We value diversity, equity, and inclusion, and we are committed to creating a work environment that is inclusive and respectful of all colleagues.

• Flexible working arrangements
• Collaborative and dynamic work environment
• Opportunities for growth and development
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and experienced professional looking to lead the way in digital customer experience, we encourage you to apply for this exciting opportunity at blithequark. Please submit your resume and cover letter, and we will be in touch with you soon.

blithequark is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.