Oracle Senior Program Manager - CX Strategy Analytics in Lehi, Utah
Manage Oracle's relationship with the influential industry analyst community. This includes managing information flow and all aspects of the relationship.
As an Analyst Relations manager you will be responsible for managing the flow of information from Oracle to the analyst community. You will also be responsible for Oracle's commercial relationship with the analyst firms. You will be running a proactive briefing program for a product, service or industry. This includes lobbying the analysts to produce positive coverage of Oracle that the can be used by the field to support deals and Oracle's positioning.
Acknowledged authority within the Corporation. Acts as a leader of large-scale company initiatives. Viewed by peers as a leader and top contributor and by line management as a key business partner. Ability to work independently and to lead a virtual team across Oracle business units. Excellent project management skills as well as written and verbal communication. Thrives in a fast paced environment, enjoys working with people and managing relationships. Experience working with Industry Analysts either as an employee of an analyst firm, or as an analyst relations professional for a technology vendor. 10 years related experience and BA/BS degree in business, marketing, or technical major preferred.
Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.
The CX Strategy Analytics team supports business leaders at Oracle by providing the customer’s perspective throughout all phases of their journey and ensuring the customer has a central role in the organization’s most critical business decisions.
Using a number of analytical tools, the CX Strategy team analyzes quantitative and qualitative data that Oracle receives through various sources, including: Net Promoter surveys, CSAT surveys, website and app intercept feedback, product feedback, customer engagement data, operational data, telemetry data and customer demographic data.
The Senior Program Manager will be responsible for conducting Customer Experience (CX) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience cross functionally at Oracle. If you meet or exceed the below qualifications, are passionate about the work that you do, and are eager to make your mark then we want to talk to you!
In this role, you'll collaborate with internal business partners to:
Deliver real-time, action-oriented customer insights, using all tools and resources available.
Integrate qualitative and quantitative customer feedback with operational and customer data to address targeted business questions.
Support the Net Promoter System program, including reporting of NPS results, analysis of the drivers of NPS, and customer insights from closed loop processes.
Continuously improve the effectiveness and efficiency of the team’s research and analysis methodologies, processes, and results.
What You'll Be Doing:
Leverage survey, behavioral, demographic, and operational data to advise partners and strategic decisions.
Conduct ongoing Voice of the Customer research, including text analytics, synthesis of multiple data sources, and ad hoc analyses.
Tie customer feedback data to customer behavioral data to drive impactful insights and recommendations.
Effectively translate data into insights by proactively and effectively communicating meaningful insights from the data, as well as issues and opportunities exposed by the data.
Collaborate with key internal partners to identify and understand customers’ underlying needs and implement solutions that address root causes of customer trouble points.
Continuously drive reporting and dashboard improvement by simplifying and automating, where possible.
Participate in communicating research results to executives and other partners.
Collaborate cross-functionally with other teams and departments to drive CX insights to actions.
What We Are Looking For:
Bachelor's degree (B. A.) from a four-year college or university, with a focus in analytics, data science, business or psychology; or equivalent combination of education and experience.
Minimum 10 years’ related experience in large, multi-national environment, high tech or PEO experience required.
Regular exposure to complex, cross functional projects in either a project or program management capacity.
Proven expertise in LEAN Six Sigma methodology and process excellence
Experience in presentation and translation of sophisticated findings into simple terms.
Experience with unstructured data analysis and understanding of various statistical methods
Experience with and understanding of data and analysis tools, including Tableau and SAS
Proficient in Microsoft Office Suite, particularly Excel and PowerPoint.
Excellent analytical skills, including strong eye for business.
Ability to communicate, build trust, and influence employees at all levels of the organization.
Skilled to adapt to a fast paced, continually changing business and work environment while leading multiple priorities.
A proven commitment to high professional ethical standards and a diverse workplace.
Title: Senior Program Manager - CX Strategy Analytics
Location: United States
Requisition ID: 20000VNG