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CX Strategy & Analytics Manager

Midco
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JOB PURPOSE:
Provide strategic leadership for the CX (Customer Experience) Strategy & Analytics team, executing data-driven insights and prescriptive strategies to enhance the customer experience. Lead and develop a high-performing strategy &analytics team, ensuring alignment with Midco’s strategic objectives. Foster continuous innovation and collaboration across departmental boundaries to optimize the customer journey and operational efficiency.

KEY FUNCTIONS:

  • Support team members with data mining, analyzing, normalizing, statistical modeling, and reporting best practices.
  • Demonstrate business acumen by successfully applying both descriptive and diagnostic analysis skills as part of understanding the overall business.
  • Develop actionable, data-driven insights to inform the CX strategy. Exhibit courage by making thought-provoking recommendations and bring new thinking to the CX strategic planning process.
  • Create and prioritize prescriptive strategies that support the strategic vision and goals of the business. This includes, but is not limited to, improving the team member experience, reducing customer friction and enhancing the overall customer experience.
  • Execute on analytical solutions, reporting/system enhancements, and process improvements that drive efficiency and effectiveness by understanding business priorities and identifying strategic initiatives.
  • Create and monitor key performance indicators (KPIs) to track the effectiveness of CX initiatives.
  • Collaborate with key stakeholders within operations, product management and marketing to understand the complete customer journey and execute tactics to reduce operational expenses and customer friction.
  • Promote a culture of continuous innovation and improvement, ensuring the organization adapts to changing customer needs and market trends.
  • Provide constructive and timely feedback for team members to foster engagement. Provide coaching, training and stretch opportunities to increase team performance.
  • Perform quarterly reviews and effectively manage disciplinary and/or performance issues.
  • Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
  • Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
  • Maintain regular attendance to be available for your team and as required by your position.
  • Be available to provide assistance to team members outside of normal business hours as necessary.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:
 

  • Effectively communicate with other departments to handle escalating issues in a timely manner.
  • Support the mission, vision and values of Midco.
  • Collaborate effectively with internal and external customers to ensure exceptional service.
  • Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
  • Remove obstacles for team members. Encourage creative solutions.
  • Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
  • Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
  • Demonstrate business acumen by using data to drive decisions and actions.
  • Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and finding ways to cut through ambiguous problems.
  • Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
  • Actively follow Midco policies and procedures.
  • Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

  • Bachelor’s degree in Business, Statistics, or a related field and/or equivalent work experience is required.
  • Minimum 3 years of direct people leadership experience required.
  • Minimum 5 years of analytics experience required, proficiency in analysis tools (e.g., SQL, Tableau, PowerBI, SPSS) preferred.
  • Exceptional MS Office skills required.
  • Excellent communication and presentation skills.

WORK ENVIRONMENT, PHYSICAL DEMANDS & MENTAL QUALIFICATOINS:

  • Ability to analyze complex data sets, identify trends, and derive actionable insights is crucial. This involves both descriptive and diagnostic analysis skills to understand the overall business.
  • Maintain focus and motivation, even when facing challenges or setbacks. Demonstrates perseverance and a positive attitude in overcoming obstacles.
  • Demonstrate ability to identify, analyze, and resolve complex issues. Utilizes critical thinking and innovative approaches to develop effective solutions.
  • The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch.
  • The noise level in the work environment is moderate.
  • May be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO: 

Midco:  

  • Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.
  • Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.
  • Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:  

  • Free Midco internet & TV
  • Great opportunities to get involved in volunteerism
  • Generous 401(k) match and paid time away from work programs
  • And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today.  

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)