Manager, CX Data Insights & Operational Analytics

ibex. Pakistan; Sindh; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

ibex. Pakistan is seeking a high-performing Manager of CX Data Insights & Operational Analytics to connect data ecosystems across platforms and translate metrics into business impact.

You will bridge back-end operations with front-end customer experience, building unified reporting pipelines and delivering executive-level storytelling to global client stakeholders. The role requires 5+ years in data analytics or CX insights, strong client-facing advisory skills, and deep knowledge of data

Qualifications

• 5+ years in data analytics, CX operational insights, or BI within BPO, AI analytics, e-commerce, or logistics environments.
• Strong English communication and presentation skills with a track record of executive-facing data storytelling.
• Proficiency with data pipelines, data modeling, transformation, and cloud platforms (GCP/BigQuery, Snowflake, AWS).

Responsibilities

• Data Management & Integration: connect data across cloud and omnichannel platforms to produce analysis-ready datasets.
• Client Storytelling & Advisory: translate data into executive dashboards and prioritized action plans.
• Financial & Operational Linkage: connect CX metrics to profitability and cost-to-serve.
• Logistics & Supply Chain Intelligence: analyze back-end flows to identify root causes of disruptions.
• BPO Operational Performance: analyze demand, staffing, occupancy, AHT, FCR, CSAT, and labor cost.

Skills

Data pipelines

SQL

Python

Power BI

Tableau

Data modeling

Executive storytelling

Stakeholder management

Education

Bachelor's degree in Business Analytics/CS/Economics/Industrial Engineering

Tools

BigQuery

Snowflake

AWS

Medallia

Gladly

Unwrap AI

Laivly

Job description

Role Overview

We are seeking a high-performing, client-facing Manager of CX Data Insights & Operational Analytics to connect data ecosystems across multiple platforms and translate complex metrics into business impact. In this role, you will bridge the gap between back-end operational logistics (supply chain, inventory, order fulfillment) and front-end customer experience (CSAT, appeasements, agent labor efficiency). You will build unified reporting pipelines, uncover trends in cost-leakage areas, and deliver executive-level storytelling directly to global client stakeholders.

Key Responsibilities

• Data Management & Integration: Connect and synthesize data across cloud platforms (e.g., GCP/BigQuery), omnichannel (Gladly), VoC/AI (Medallia, Unwrap AI, Laivly), and operational systems. Strong understanding of data structures, lineage, quality, relationships, transformation, and integration to produce reliable, analysis-ready datasets.
• Client Storytelling & Advisory: Serve as the primary analytics expert in client-facing interactions, turning raw data into compelling narrative presentations, executive dashboards, and clear, prioritized action plans.
• Financial & Operational Linkage: Evaluate the financial impact of CX and operational metrics, directly connecting customer friction, labor allocations, appeasement spending, and order cancellations to bottom-line profitability.
• Logistics & Supply Chain Intelligence: Analyze back-end supply chain and fulfillment flows to identify root causes behind order cancellations, late deliveries, appeasement spikes, and contact volume drivers.
• BPO Operational Performance: Analyze the interconnected drivers of contact center performance, including demand, staffing, occupancy, productivity, AHT, FCR, repeats, quality, CSAT, and labor cost. Identify opportunities to improve customer outcomes and cost-to-serve while understanding potential trade-offs between operational KPIs.

Qualifications & Experience

• Experience: 5+ years in data analytics, CX operational insights, or Business Intelligence within a BPO, AI Prompting and Analytics, e-commerce, or logistics environment (with at least 2 years in a managerial, consulting, strategic advisory, or business partner role working directly with senior and executive stakeholders.)
• Client-Facing & Advisory Skills: Strong English communication and presentation skills, with a track record of presenting complex data stories, translating into clear business narratives and actionable recommendations to executive-level stakeholders.
• Tools, Data & Analytics Expertise: Strong understanding of data pipelines, algorithms, data modeling, transformation, integration, and analytical methods, with experience using data/query languages (e.g., SQL, Python, DAX) and working across cloud data platforms (e.g., GCP/BigQuery, Snowflake, AWS), BI tools (e.g., Power BI, Tableau), and CX/AI systems (e.g., Medallia, Gladly, UnWrap AI, Lively).
• AI-Augmented Analytics: Experience leveraging AI-enabled analytical tools (e.g., Unwrap AI) to analyze large volumes of customer and agent interactions, identify emerging themes and behavioral patterns, surface anomalies, and generate hypotheses for quantitative validation and further investigation.
• Data Fluency and Domain Knowledge: Ability to understand data lineage, grain, relationships, dimensional modeling, data quality limitations, and the implications of combining data across operational systems, including but not limited to understanding of financial metrics, root-cause analysis for customer appeasements, fulfillment/supply chain logistics, and contact center operations.
• Education: Bachelor’s degree in business Analytics, Computer Science, Economics, Industrial Engineering, or a related field.