Performance, MIS & Customer Insights Manager (Customer Experience)
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in various markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and in new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.
Our uniqueness is that we value yours. Experian's culture, centered on people, inclusive and purpose-driven, is recognized by several awards — including World’s Best Workplaces™ 2025 (Fortune Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers website to understand why. Experian is also proud to be an employer that promotes equal opportunity and affirmative action.
Performance, MIS & Customer Insights Manager (Customer Experience) We are looking for a leader to integrate Performance, MIS, Analytics, and Customer Insights within the Customer Experience structure, connecting operational data, business indicators, and the voice of the customer to support strategic decisions and drive the continuous evolution of the experience. This person will be responsible for transforming data, surveys, and customer feedback into actionable insights, ensuring an integrated view of operations performance and the customer journey. They will have transversal involvement with different areas of the company, supporting leadership in identifying opportunities, prioritizing initiatives, and building data-driven action plans. A leadership role responsible for connecting the voice of the customer to business performance, transforming operational and experience data into insights, decisions, and actions that elevate efficiency, satisfaction, and results. Main responsibilities: Lead the Performance, MIS, Business Analytics, and Customer Insights teams and fronts, promoting integration between operational performance and customer experience. Define and evolve the Customer Experience KPI strategy, connecting operational, financial, business, and customer perception indicators. Ensure the governance, integrity, quality, and availability of the data used for operation monitoring and decision-making. Structure dashboards and executive views that allow for monitoring trends, risks, opportunities, and business performance. Monitor indicators such as SLA, Service Level, ASA, TMA/AHT, FCR, CSAT, NPS, CES, quality, productivity, occupancy, absenteeism, adherence, backlog, operational efficiency, costs, and contract profitability. Lead the Customer Insights and Voice of Customer (VoC) strategy, consolidating information from surveys, service channels, journeys, and other touchpoints. Develop and monitor experience surveys and indicators, transforming results into recommendations and action plans. Identify patterns, trends, and root causes that impact customer experience and operational efficiency. Develop analyses and models that anticipate risks, behaviors, and opportunities and support strategic decisions. Translate complex data into executive narratives and clear recommendations, influencing different levels of the organization. Act as a strategic partner to the Operations, WFM, Quality, Training, Commercial, Product, Marketing, Finance, and Technology areas. Participate in governance forums with internal and external clients, presenting results, diagnostics, and improvement plans. Support contract renewals, RFPs, and business opportunities through capacity, performance, and experience analyses. Lead transformation, automation, and continuous improvement initiatives, seeking efficiency gains, scalability, and evolution of the customer experience. Develop and engage the team, establishing objectives, monitoring results, and strengthening a data-driven and customer-centric culture.
What we look for in you: Professional with solid experience in Customer Experience, Performance, Analytics, MIS, Customer Insights, or related areas, with the ability to move between an analytical vision and strategic business action. Experience in team leadership and management of different work fronts. Strong analytical capacity and experience in building and managing performance and experience indicators. Knowledge of Customer Experience and Voice of Customer methodologies and metrics, such as NPS, CSAT, and CES. Experience with surveys, customer behavior analysis, and transforming qualitative and quantitative data into insights. Knowledge of Power BI or similar data visualization and analysis tools. Ability to structure dashboards, executive analyses, and recommendations for decision-making. Experience in continuous improvement, process transformation, automation, and operational efficiency. Strong communication, influence, and relationship-building skills with different stakeholders and hierarchical levels. Business vision and the ability to connect customer experience, operational performance, and financial results. Advanced English It will be considered a differentiator: knowledge of VoC and Customer Insights tools and methodologies, research and analysis platforms, CRM, automation, AI applied to data/CX, and methodologies such as Lean and Six Sigma.
Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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