Role Profile: Insights-Driven CX Leader

April 5th, 2022

Srividya Sridharan VP, Group Director

Jeremy Vale Researcher

Cinny Little

With contributors:

Brandon Purcell , Colleen Fazio , Maxie Schmidt , Karsten Monteverde , Diane Lynch

Summary

Customer-obsessed companies create value for customers, for employees, and for the business. Doing this work requires an insights-driven customer experience (CX) leader who uses a broad range of insights from data (quantitative and qualitative) about the motivations, behaviors, and sentiments of customers that matter to business outcomes. This role profile provides a job description and competency inventory for an insights-driven CX leader and introduces the responsibilities, work experience, and other requisites of the job that set up insights-driven CX leaders for success.

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