CX Insights Manager

A Little About UsEDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.comJob DescriptionAs the CX Insights Manager , you will be the central resource for customer experience (CX) data and insights. This role is crucial for driving data-driven decision-making by leveraging analytics and artificial intelligence. You will collaborate closely with the CX functional teams, Data and Analytics team and IT to provide meaningful insights into the customer experience and identify opportunities to improve that experience.What your impact will be:Address Challenges and Solve Problems through Data: Collaborate with leadership to identify challenges and key questions that can be addressed through data and execute projects to answer those questions and overcome those challengesCX Information Expert and Custodian: Be the go-to expert on CX information and metrics, providing a deep understanding of the data sources, ensuring data accuracy and consistency, resolving issues in source data/CX systems and making sure all use of the information complies with EDB’s security and data privacy policiesInformation Management: Ensure CX-related information is well-organized, accessible, and structured in a way that supports key business functions.Drive Actionable Insights and Improvement: Translate data into digestible impactful narratives for key stakeholders. Provide meaningful recommendations based on data analysis to improve all of the CX functions including the customer journey, retention, and satisfaction.Leverage AI for CX Optimization: Identify and drive AI-driven initiatives that enhance CX efficiency and scalabilityManage CX Dashboards: Partner with the Data and Analytics team to design and refine dashboards that track key CX performance metrics and make relevant CX data available to other teams to support their rolesExtract & Analyze Data: Pull, combine, and analyze data from multiple sources beyond standard dashboards for deeper insights or ad hoc requests. Work with the Data and Analytics team to incorporate relevant additions to the standard dashboardsCommunication: Communicate findings and insights effectively to both technical and non-technical audiencesWhat you will bring:• 7+ years of experience in a data-driven customer experience or business insights role in a SaaS or technology environment• In depth understanding of CX metrics and KPIs, including Support• Proficiency in data visualization and analytics tools such as Tableau, Power BI or similar platforms• Solid knowledge of database concepts and hands-on experience with SQL and Python and advanced Excel/Google Sheets skills• Hands-on experience extracting, cleaning, and analyzing data from multiple sources, including CRM (Salesforce) and Support platforms• Experience with data for AI in corporate environments and driving business improvements with AI• Ability to translate complex data into clear, compelling insights for non-technical stakeholders.• Strong communication and presentation skills, with experience creating executive-level reports and presentations and bridging technical and non-technical audiences• A highly organized and detail-oriented mindset, with the ability to manage multiple data requests and reporting needs.• A passion for customer experience and a data-driven approach to problem-solving.• Bachelor’s degree in Computer Science, Data Science, Engineering, Mathematics, or a related field.Location: Remote (US-CST or EDT)EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2025! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.#LI-Remote #BI-Remote