Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

Summary:

At ADT, data and insights drive our growth, customer experience, and customer retention initiatives. As a Manager, CX Insights, you will gain a deep understanding of our fast-changing business and use that understanding to drive measurable insights into the hands of key organizational stakeholders with the objective being improved customer, employee, and enterprise outcomes.

This is a dynamic role for the right candidate who wants to harvest insights that can improve customer experiences and lead to improved business results. The broader team primarily works with customer survey data (structured and unstructured) and combines this with other operational data (call center and field service data) and/or customer attribute information to identify trends and opportunities. The team also regularly performs survey-based customer research projects and support rigorous A/B testing across the organization. The ideal candidate will be a player/coach - someone who can lead by example - so, being a strong data analyst is a minimum (SQL a must). Extra credit for someone also good with reporting/ visualizations and a general comfort within relational database environments.

Successful attributes include being an effective communicator to various levels and audiences, the capacity to remain flexible and adept at learning new tools, and the facility to implement new systems within a team atmosphere. Our environment is deadline driven and fast paced and therefore requires detail-oriented individuals comfortable interacting or working with multiple teams (business and technical).

This is an individual contributor role. You will work with other analytics and program managers within a broader CX Insights team (managing customer surveys, call listening tools, a/b testing, customer research, and creating operational insights).

Minimum Qualifications:

• Bachelor's degree.
• 4+ years of demonstrated experience using data-driven approaches to uncover and present insights to executive audiences.
• 4+ years of experience working with cross functional teams on sharing data and insights to drive performance.
• 4+ years of experience in relational database systems and SQL experience (MSSQL, Oracle SQL, Google BigQuery).
• 2+ years of demonstrated data visualization experience (Tableau, Power BI etc.).
• Strong project management skills for planning and delivery of insights to key internal stakeholders.
• Demonstrated experience working within a robust analytics team with a focus on balancing recurring analyses/reporting and ad hoc assignments.
• Some experience across the data areas described below.
• Demonstrates intellectual curiosity.
• Experienced storyteller; makes analyses easily consumable by your audiences.
• Experience with survey (NPS) reporting and analytics either internally or through a vended platform. Familiar with reporting/analyzing both quantitative (scores) and qualitative (text) data.
• Experience working with and analyzing survey results from a CX platform (Medallia, Qualtrics etc.).

Preferred Qualifications:

• Master's degree.
• Experience with cloud database technologies (Azure SQL, Google BigQuery, AWS etc.).
• Experience with data transformation tools (dbt) and data visualization tools (Tableau).
• Experience analyzing and presenting insights for key workstreams within a subscriber-based business (Customer Retention, Acquisition and Customer Care).
• Experience with campaign (test and control) measurements.
• Experience with acquisition/retention analytics.
• Experience performing customer research analyses (survey-based).

Responsibilities:

• Create and share insights related to customer satisfaction and retention across the CX organization specifically designed to improve customer experience, customer retention, and operational efficiency.
• Own aspects of the business intelligence efforts within the team, serving as data steward for our key data elements and maintaining database architecture and reporting.
• Serve as analytic SME within specific "pillars" of support across the Customer Experience and Retention organization. Some of these include initiatives related to Self Service, Customer Experience, Retention Operations, Testing, and Customer Service experience.
• Partner with key stakeholders and be the thought leader, critical thinker, and advocate for data-driven decision making.
• Additional duties as assigned.

Pay and Benefits Disclosure:

The salary range for this role is $66,034 - $132,068 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These are allocated based on company and individual performance. We offer employees access to heathcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increased after your first year. We also offer 6 paid holidays.

Anticipated application close date is on June, 21, 2024.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.