Sr. Manager, Customer Experience & Analytics

Company Description

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance.

EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups.

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms TicketsatWork, Plum Benefits, Working Advantage and Beneplace.

EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, Ormond Beach, Austin and Las Vegas. We offer a hybrid work environment with a balance of collaboration and flexibility.

The Senior Manager, Customer Experience & Analytics implements key initiatives to advance the department’s mission of improving customer experience through 360-degree data capture and predictive insights from analytics. This role reports to the SVP, Customer Experience & Analytics and focuses on identifying and addressing opportunities to improve the customer experience across EBG platforms and user channels.

Essential Functions

• User journey optimization: Manage and/or support initiatives to improve key points in the customer journey e.g. product discoverability, product fulfillment, refund requests
• Customer feedback consolidation: Work with Operations team to consolidate and evaluate customer feedback from multiple channels and touchpoints, identify highest priority opportunities and work cross functionally to implement and/or test improvements
• Work closely with CX & Analytics team members to understand customer feedback in context of behavioral data (what customers say versus what they do) and broader business environment
• NPS program: Design, deploy and optimize surveys across user touchpoints to measure NPS and understand key drivers; deliver actionable recommendations to business owners, work with Product, Marketing and Technology teams to implement improvements (“close the loop”)
• Usability testing: Design, deploy and optimize online focus groups to support website feature development and UX optimization projects, analyze and report findings and provide recommendations
• Leverage customer feedback to mine and identify demographic and psychographic attributes that help inform UX and marketing decisions
• Ad-hoc survey research: Support business owners with survey research to answer key business questions, create surveys for deployment across channels, synthesize and report findings and recommendations

Qualifications

• Qualtrics
• UserTesting
• Survey development and analysis
• Experience managing projects requiring cross-functional collaboration
• Split and multivariate testing
• Ticketing and/or Travel & Entertainment experience a plus
• Flexibility to flourish in fast paced environment and quickly shift priorities to accommodate business needs
• E-commerce experience
• NPS, CSAT
• Bachelor's degree
• Proficiency with online / SaaS survey tools e.g.
• Excellent written and oral communication skills
• Ability to independently manage multiple projects with a high degree of accuracy and attention to detail
• Proficiency with web analytics tools a plus, e.g. Adobe Analytics, Google Analytics
• Comprehensive understanding of primary research and testing methodologies:
• Qualitative versus quantitative
• 4+ years relevant primary research experience

Additional Information

EBG offers outstanding employee benefits including:

• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!
• Fitness Reimbursement Program
• 401k Match
• Flexible Work Arrangements
• Short Term Disability, Long Term Disability (Company Paid)
• Medical, Dental & Vision
• Company Paid Basic Life and AD&D
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Annual Day of Giving
• 3 Weeks of PTO + 5 Personal Days
• Additional Voluntary Benefits

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.