Customer Experience Analytics Manager

Werfen

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Job Summary

The Customer Experience Analytics Manager is key in shaping the organization's customer centric strategies through data-driven insights and analytics. Reporting to the Director of Client Services is responsible for developing and implementing analytics frameworks that provide a comprehensive view of our customers' interactions, preferences, and pain points. Works closely with senior leadership to translate data findings into actionable strategies that drive customer satisfaction, loyalty, and business growth. Leads and mentor analysts, fostering a culture of curiosity, innovation, and continuous learning, meanwhile maintaining strong relationships with cross-functional teams.

Key Accountabilities

• Create and maintain dashboards and reports to track key metrics and KPis
• Develop and implement comprehensive analytics strategies to evaluate and improve customer experience across all touchpoints
• Translate complex data findings into actionable recommendations for senior leadership
• Oversee the implementation and optimization of internal and external customer feedback systems and surveys
• Perform root cause analyses on customer issues, recommending data-driven solutions
• Lead, mentor, and develop data analysts, fostering a culture of continuous learning and innovation
• Partner with other departments to integrate and align analytics efforts
• Regularly evaluate the effectiveness of analytics methodologies and tools

Networking/ Key relationships

• Other Client Services Teams
• North America Commercial Operations
• Marketing
• Finance
• Logistics
• HR
• IT

Minimum Knowledge & Experience required for the position:

• Education: Bachelor's degree in Analytics, Statistics, Computer Science, or related field; Master's degree preferred
• Experience:
  • Minimum 5 years related experience in analytics with a focus on customer experience or related field
  • Prior experience in growing, training and supervising a team
• Additional skills/knowledge:
  • Strong proficiency in data analysis tools such as PowerBI and Tableau
  • Proficiency knowledge of Microsoft office System
  • Experience with machine learning and AI applications in customer analytics
  • Knowledge of SAP ERP preferred
  • Excellent verbal and written communication skills
  • Fluency in English. Spanish is a plus

Skills & Capabilities:

• Outstanding communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholder
• Deep understanding of customer experience principles and best practices
• Ability to work with large datasets and complex data structures
• Demonstrated leadership and team management abilities
• Ability to work collaboratively across departments

Travel requirements: Occassional travel may be required.

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com