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Job Title: Sr. Director, Customer Experience Research & Analytics

**Location:** Charlotte, NC | Dallas–Frisco, TX | New York, NY

**Work Type:** Hybrid (3 days in-office per week)

**Duration:** 6 Months (Contract – ends at year-end; extension possible but unlikely)

**Rate:** $91/hr

Position Summary:

We are seeking a seasoned analytics leader to join our Customer Experience (CX) team as a **Sr. Director of Research & Analytics** . This role will lead deep-dive analysis into client health metrics, driving insights across CES (Customer Effort Score), OSAT (Overall Satisfaction), and other operational metrics to improve client outcomes and business performance. You will connect structured and unstructured data from internal systems (e.g., Snowflake) to our CX management platform and bring data to life with compelling storytelling that enables action at the highest levels of the business.

Key Responsibilities:

+ Dive into large datasets to extract actionable insights that tell a compelling story around customer satisfaction, loyalty, and operational impact.

+ Identify root cause issues and develop go-forward strategies (e.g., “Go to Green” plans) with cross-functional partners.

+ Pull and integrate data from Snowflake and other internal systems into the CX Management platform.

+ Develop reusable, automated code to support monthly and quarterly analysis and reporting of client health metrics.

+ Design and implement causation models and statistical analyses to assess the magnitude of operational and experience drivers.

+ Produce and present monthly synthesized business insights to key stakeholders.

+ Conduct ad hoc analyses to evaluate the impact of new initiatives and experience changes.

+ Support process design and implementation for ongoing CX data analytics and reporting infrastructure.

Required Skills & Qualifications:

+ 10+ years of experience in data analytics, customer experience, market research, or consulting roles.

+ Proven ability to work with large datasets and distill insights into executive-ready business narratives.

+ Expertise in analytics tools and programming languages, including:

+ **Snowflake**

+ **Python**

+ **SAS**

+ Experience working with structured and unstructured data, including text analytics.

+ Advanced knowledge of statistical analysis: regression, correlation, and causation modeling.

+ Strong business storytelling skills — ability to translate complex data into clear, impactful visualizations and recommendations.

+ Demonstrated experience linking perception, operational, and financial data to business outcomes.

Preferred Qualifications:

+ Experience in the **financial services industry** .

+ Background in **market research** or a **consulting** environment.

+ Deep understanding of **client health metrics** , including CES, OSAT, NPS.

+ Strong familiarity with **customer journey analytics** and **experience measurement platforms** .

+ Track record of developing repeatable analytics pipelines and repositories.

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of:** **Manpower, Experis, Talent Solutions, and Jefferson Wells

_ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands –_ **_Manpower, Experis, Talent Solutions, and Jefferson Wells_** _–_ creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.