Company Description
Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and 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 celebrate yours. Experian's people-first, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.
Job Description
Lead the Customer Experience Performance and MIS area, ensuring data governance, the generation of strategic insights, and the monitoring of operational performance. The professional will be responsible for transforming data into decisions, driving continuous improvement, supporting contract management, and ensuring the delivery of business indicators, promoting operational excellence and a data-driven culture.
Qualifications
Key Responsibilities Strategic Management
- Lead the Performance, MIS, and Business Analytics teams.
- Define the strategy for indicators (KPIs) for Customer Experience operations.
- Act as a strategic partner to leadership in Operations, WFM, Quality, Training, Sales, Finance, and Technology.
- Support executive decision-making through performance analysis and data-based recommendations.
- Develop a data-driven culture throughout the organization.
Operational Performance
- Continuously monitor the performance of service operations.
- Identify trends, risks, and opportunities for improvement in customer experience and operational efficiency.
- Conduct root cause analyses and develop action plans for the evolution of indicators.
- Track indicators such as: SLA, Service Level, ASA, AHT, FCR, CSAT, NPS, CES, Quality, Productivity, Occupancy, Absenteeism, Adherence, Backlog, Operational efficiency, Operational costs, Contract profitability.
MIS and Analytics
- Ensure the integrity, quality, and availability of data used by the operation.
- Develop executive and operational dashboards in Power BI or similar tools.
- Lead initiatives for report automation and analytical processes.
- Define standards for governance, documentation, and data quality.
- Develop predictive models and analyses that anticipate operational risks and support strategic decisions.
- Structure indicators for daily, weekly, monthly, and executive tracking.
Client Management
- Participate in governance meetings with internal and external clients.
- Present executive results and improvement plans.
- Support contract renewal processes, RFPs, and new business opportunities with capacity and performance analyses.
Continuous Improvement
- Lead operational transformation projects.
- Identify opportunities for automation and digitalization.
- Work together with AI, Automation, and Technology areas for process evolution.
- Promote Lean, Six Sigma, and continuous improvement initiatives.
Leadership
- Develop and engage the Performance and MIS team.
- Establish goals, track results, and promote technical and behavioral development.
- Build a collaborative, innovative, and results-oriented environment.
Additional Information
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.
Experian Careers - Creating a better tomorrow together
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