Manager, Customer Experience And Product Analytics T9

ANSR is hiring for one of its clients.

About ANSR MedTech:

Who We Are:

ANSR MedTech Capability Center is a new global innovation hub being established in India for a Fortune 100 Fastest-Growing Company in the MedTech sector. Built in partnership with ANSR, the center draws on ANSR's proven experience in establishing and scaling high-performance Global Capability Centers (GCCs) for leading global enterprises.

ANSR MedTech center brings together world-class engineering, product, and technology talent to build next-generation healthcare platforms and solutions that power global operations.

Our Vision:

To build a next-generation MedTech capability center that powers global healthcare innovation. We envision:

• High-impact innovation hubs shaping global product and technology roadmaps
• Centers that go beyond support functions to drive core engineering and platform development
• Sustainable, scalable ecosystems that nurture world-class MedTech talent
• Capability centers that directly influence patient outcomes worldwide

At its core, the ANSR MedTech Capability Center is about enabling innovation that touches lives at scale.

About CFSW:

Joining the Customer Facing Software (CFSW) Center of Excellence at ANSR MedTech means being part of a team that is core to delivering global, customer facing technology platforms used at scale.

You'll work on high impact systems-Salesforce, Cloud, Data Products, and Testing-that power real customer, agent, and care experiences worldwide. This is not a support or back-office environment; teams are responsible for end-to-end execution, quality, and outcomes.

What makes this role stand out:

• Work on enterprise grade platforms that support millions of users globally
• Partner closely with senior global technology and product leaders on priorities, standards, and outcomes
• Help build a Center of Excellence from the ground up, shaping ways of working, engineering quality, and delivery excellence
• Grow as part of a Build-Operate-Transfer (BOT) journey, with increasing scope and maturity over time
• Success is measured by delivery quality, stable releases, platform value, continuous improvement, and strong collaboration with global stakeholders.

About the Role:

The Manager - Customer Experience & Product Analytics leads the strategy and execution of customer experience initiatives and product analytics. This role ensures data-driven decisions that enhance customer satisfaction, retention, and business growth. You will bridge the gap between customer insights and product strategy, driving measurable impact across digital and voice channels.

Key Responsibilities:

Strategic Leadership:

• Develop and execute the customer experience and product analytics strategy aligned with organizational goals.
• Serve as a thought leader, advocating for a customer-centric culture and data-driven decision-making.

Team & Cross-Functional Collaboration:

• Lead and mentor a team of analysts and CX specialists, fostering a culture of continuous improvement and collaboration.
• Partner with product, engineering, and customer support teams to deliver seamless customer journeys and actionable insights.

Operational Excellence:

• Design and deploy scalable, cloud-native contact center solutions using Amazon Connect.
• Integrate Amazon Connect with CRM systems and third-party APIs to streamline customer interactions.
• Implement real-time and historical reporting dashboards using AWS services (Lambda, S3, DynamoDB, CloudWatch).
• Lead IVR system design, call routing logic, and agent experience optimization to improve first-call resolution and reduce average handle time.

Analytics & Insights:

• Define and track key product metrics (adoption, retention, churn, Net Promoter Score).
• Conduct cohort analysis, funnel optimization, and A/B testing to drive user engagement and conversion.
• Collaborate with product managers and UX teams to translate behavioral data into actionable insights.
• Build predictive models to forecast customer behavior and identify growth opportunities.

Data Visualization & Reporting:

• Develop interactive dashboards and executive scorecards in Tableau for comprehensive KPI monitoring.
• Automate data pipelines and ETL processes to ensure timely and accurate reporting.
• Train cross-functional teams on Tableau best practices and self-service analytics.
• Integrate Tableau with AWS Redshift, Athena, and other cloud data sources for seamless reporting.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT), Net Promoter Score (NPS)
• Customer retention and churn rates
• Product adoption and engagement metrics
• Operational efficiency (e.g., first-call resolution, average handle time)
• Timeliness and accuracy of analytics reporting

Required Qualifications:

• Bachelor's degree in Business, Analytics, Computer Science, or a related field
• 8+ years of experience in customer experience & product analytics.
• Proven experience with analytics tool Tableau), and CRM system Salesforce
• Strong leadership, communication, and stakeholder management skills
• Hands on experience with Tableau platform management - access, security, compliance & upgrades
• Data modelling and integration - Source systems are Salesforce, Databricks, Azure, AWS, Workday, ServiceNow, Data 360, build secure integrations feeding Tableau dashboards

Preferred Qualifications:

• Master's degree or relevant certifications
• Experience with advanced analytics (Python, R), data engineering (AWS Glue, Redshift, Athena), and marketing analytics platforms (Amplitude, Tealium, Mixpanel)
• Familiarity with customer journey mapping and AI/ML-driven analytics
• Cloud-based contact center platforms (e.g., Amazon Connect)

Tools & Technologies:

• Cloud & Contact Center: AWS Amazon Connect, AWS Lambda, S3, DynamoDB, Lex
• Analytics & BI: Tableau, SQL, Python, R, Excel, Amplitude, Tealium, Mixpanel
• Data Engineering: AWS Glue, Redshift, Athena, QuickSight
• CX & CRM: Salesforce, Qualtrics

Soft Skills & Cultural Fit:

• Customer-centric mindset with a passion for delivering exceptional experiences
• Analytical thinker with strong problem-solving skills
• Adaptable, collaborative, and able to thrive in a fast-paced environment
• Commitment to diversity, equity, and inclusion