Performance and MIS (Customer Experience) Manager

Role Summary

Lead the Customer Experience Performance and MIS area, ensuring data governance, generating strategic insights and monitoring 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.

Requirements

• Main Responsibilities Strategic Management
• Lead the Performance, MIS and Business Analytics teams.
• Define the indicator strategy (KPIs) for Customer Experience operations.
• Act as a strategic partner for Operations, WFM, Quality, Training, Commercial, Finance and Technology leaders.
• Support executive decision-making through performance analysis and data-driven 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 analyzes and develop action plans for the evolution of indicators.
• Monitor indicators such as: SLA, Service Level, ASA, TMA (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 automation initiatives for reporting and analytical processes.
• Define governance, documentation and data quality standards.
• Develop predictive models and analyzes that anticipate operational risks and support strategic decisions.
• Structure indicators for daily, weekly, monthly and executive monitoring.

Customer Management

• Participate in governance meetings with internal and external customers.
• 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 automation and digitalization opportunities.
• Work together with AI, Automation and Technology areas to evolve processes.
• Promote Lean, Six Sigma and continuous improvement initiatives.

Leadership

• Develop and engage the Performance and MIS team.
• Establish goals, monitor results and promote technical and behavioral development.
• Build a collaborative, innovative and results-oriented environment.

Benefits

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
• Find out what its like to work for Experian by clicking here

About the Company

Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in several markets, such as financial services, health, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is to value yours. Experian’s people-centered, inclusive and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune’s 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 see why. Experian is also proud to be an equal opportunity and affirmative action employer.