Role Profile

Role Profile: Insights-Driven CX Leader

Jeremy Vale
Cinny Little
 and  five contributors
Apr 05, 2022

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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