Customer Experience Analyst Job Description
Customer experience analyst
provides user education on Microsoft Office products, conferencing tools, helpful tips and best practices and more.
Customer Experience Analyst Duties & Responsibilities
To write an effective customer experience analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included customer experience analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Develop data visualizations to effect more informed business decisions using Tableau
Assist in conducting business process analysis and needs assessments in an effort to align information technology solutions with business initiatives
Assist in defining business and workflow requirements through business requirements workshops and research and analysis Prepare documentation for business requirements
Assist in Business Process Modeling to create models that reflect an intuitive, non-technical, system agnostic, model representing the operational perspective of how the business is conducted
Maintain a general understanding of the technology and architecture that support the division’s business processes
Work with Operations staff in creating alternatives and recommend solutions to meet the operational goals of the business area or to solve operational problems
Develop and execute test plans and document the results
Associates or Bachelors degree, preferably in IT or a business area discipline (ie accounting, investments, or marketing) or equivalent education/experience required
High proficiency in Microsoft Office applications, particularly Access and Excel
Fluency with at least one computer programming language, preferably Visual Basic for Applications (or a willingness to learn it)
Customer Experience Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Experience Analyst
List any licenses or certifications required by the position: ITIL, 9001, PM, QA, ISO, COPC, LEAN, PMP, PBA, PMI
Education for Customer Experience Analyst
Typically a job would require a certain level of education.
Employers hiring for the customer experience analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Marketing, Statistics, Computer Science, Education, Economics, Mathematics, Finance, Technical, Engineering
Skills for Customer Experience Analyst
Desired skills for customer experience analyst include:
NetSpend products and processes
MS Office applications and SAP
Microsoft Word
Customer Care Expectations & Quality Guidelines
Microsoft Office products
Mortgage products
Products and processes
Services and operations functions
Tableau
Job area typically obtained through advanced education combined with experience
Desired experience for customer experience analyst includes:
Strong general knowledge of SQL
Up to 2 years of experience in business analysis
Support CX data analysis requirements
Collaborate with international operations/analysis teams and utilize internally learning levers to share and develop knowledge
Identify, build and report on operational Key Performance Indicators
Ingest all current reporting provisions and come up with smart ways to present them in a more end user friendly manner
Customer Experience Analyst Examples
1
Customer Experience Analyst Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer experience analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer experience analyst
- Conduct interface and integration testing
- Apply understanding of integration touch points to other job responsibilities
- Develop, identify and monitor key metrics
- Partner with UXD and product teams to provide topical qualitative and quantitative research to broaden understanding of customer behavior, satisfaction, and sentiment
- Conduct text and sentiment analysis on VOC data from multiple sources including complaint handling systems and customer satisfaction surveys
- Work with 3rd party vendors as needed to oversee improvements and updates to tools
- Using thorough product knowledge to resolve unique or challenging issues on an individual needs basis
- Conduct research into all aspects of the responsibilities of the customer experience professional, including how to benchmark the customer experience of a channel or an company, how to make the business case for funding CX initiatives, and how to transform the business to be more customer-centric
- Help define the future of customer experience as a business strategy by painting an accurate, forward-looking view of how it will evolve and what results it can
- Write eight to 10 short research reports per year on industry events, technology happenings, and user trends
Qualifications for customer experience analyst
- Able to manage multiple priorities simultaneously, at various stages
- Experience with SPSS and advanced statistical knowledge
- Minimum 5 years of experience in business in a large organization with 2-3 years of experience in a relevant corporate or consulting role highly preferred
- Ability to read through and summarize vast amounts of information (speed reader)
- Unquenchable curiosity and drive to know more are definite assets
- Technology/social savviness a must
2
Customer Experience Analyst Job Description
Job Description Example
Our company is looking to fill the role of customer experience analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer experience analyst
- Drive, own and execute on the operational aspects of the NPS survey process, including survey send, CRM linkages, report development and the closed loop process
- Deliver effective partnership plans with internal stakeholders to drive action and change based on your expert NPS analysis and monthly insight reporting
- Showcase your analytical skills across customer verbatims, scores and feedback, identifying key trends or outliers and reporting on progress
- Display strong results in using data analytics/research and identifying insights being highly analytical -- a skill that will be used to evaluate trends and optimize programs against qualitative and quantitative objectives
- Demonstrate passion in using the voice of the customer to facilitate a strong customer experience and ultimately impact the business growth
- Gathering Data, Cleaning Data, Dashboard Design, Statistical Analysis, and Story Telling!
- Dive into large, noisy, and complex real-world data (structured and unstructured) to produce innovative analysis of historical patterns in customer behaviors and product performance
- Find hidden gems that improve our understanding of customer behavior and drive decisions that improve customer experience
- Identify issues, analyze available data and information, and recommend changes to help drive data-based strategic decision making
- Identify findings and trends, and produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience
Qualifications for customer experience analyst
- PMI-PBA certification an asset
- Participation in CRM, loyalty, solution implementations is a mandatory requirement
- Experience deploying store-centric mobile applications, social media integration, e-marketing, e-commerce, customer experience solutions also a key asset
- Involvement as a business process stakeholder in any of the areas outlined above also a definite asset
- 5-7 years of requirements gathering, documentation and management experience on large-scale solution implementations
- 5-7 years of business process mapping experience
3
Customer Experience Analyst Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer experience analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer experience analyst
- Contribute to negotiations for new capacities re-negotiations and contract extension of existing sites
- Identify, and promote best practice formalize and promote best practices throughout the network
- Identify, develop and deploy new solutions to improve overall fulfillment cost
- Manage and facilitate the deployment of improvement plan propose priorities across EU EF Operations
- Develop/deploy EU EF Operations Management System towards Operational Excellence
- Monitor daily survey volumes, response rates to ensure there are no gaps in survey collection process
- Validate customer survey results captured through raw data exports against respective vendor web portals when calculation or survey methodology changes occur
- Investigate invalid survey invitations based on customer and/or Manager complaints to identify root cause
- Owns the creation of weekly, monthly, and ad-hoc Customer Experience reports for the Heartland region
- Develops hypotheses to drive Customer Experience improvements and uses data and insights to validate hypotheses
Qualifications for customer experience analyst
- ERP implementation (lead BA role)
- Multi-system upgrade / replacement (lead BA role)
- Major upgrade or implementation of large-scale software (lead role)
- Large scale hardware migration (lead role)
- Software quality assurance and testing experience
- Maintain pulse on customer experience insights, paying close attention to variances and parallels across customer segments, languages, regions, and contact drivers
4
Customer Experience Analyst Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer experience analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer experience analyst
- Analyzes data across the region and benchmark to other regions to identify trends and draw insights
- Owns CX data and reporting for Heartland region
- System Administrator of the survey platform system – in depth understanding of the survey system, ongoing maintenance & support
- Gather and analyze data from different information systems, using interviews, reports, surveys, business cases
- Develop and produce on-going reports, business insight and presentations
- Manage cultural change and internal adoption of CX mindset and methodology through internal communications, training and development opportunities, and customer storytelling
- Contribute to the development of a customer-focused CX initiative roadmap and successfully manage and report on the execution of this plan
- Build cross-functional partnerships at various levels of the organization to help turn CX findings into improved customer experiences
- Work with internal stakeholders to drive customer experience efforts for ongoing opportunities to improve operational efficiencies and collaborate when possible
- Assist with the coordination and execution of customer experience workshops
Qualifications for customer experience analyst
- The courage to defend a position even when it’s counterintuitive or contradicts conventional wisdom
- Work is usually performed independently and requires the exercise of judgment and discretion
- Bachelor’s degree in business, marketing, sociology, psychology or 2-4 years of experience in market research, usability, business analysis, or consumer insights
- Lean Six Sigma green belt or black belt training
- Relevant work experience in an analytically oriented, data, or quantitative role , business metrics reporting, finance, consulting, or marketing research
- Proficiency in an additional language (Japanese, French, German, Spanish, Italian or Portuguese) is a plus
5
Customer Experience Analyst Job Description
Job Description Example
Our innovative and growing company is hiring for a customer experience analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer experience analyst
- Create and maintain a suite of regular reports to update stakeholders on customer metrics
- Conduct Root Cause Analysis and proactively identify operational improvement opportunities that deliver customer satisfaction, cost reduction and revenue growth
- Correlate customer satisfaction data with Key Performance Indicators
- Work with a third party company on the on-going administration of customer surveys, mystery shopping projects
- Work with other business teams to evaluate the impact of improvement initiatives
- Provide customer insight information to support business cases
- Strong numerical, statistical skills and Advanced Excel skills
- Ability to establish and maintain effective working relationships with internal stakeholders, manage external partners and vendors
- Uses the USCM CAO Customer Experience Design framework to redesign impactful customer journeys
- Plan and lead cross-functional design sessions that leverage key findings from the current state analysis and utilize Design Thinking tools and techniques to redesign customer journeys
Qualifications for customer experience analyst
- Exceptional ability to analyze complex and often confusing information from multiple sources in order to arrive at a fact-based, rational, defensible position
- 2+ years of customer service experience, preferably in a high-tech environment
- Experience working with customers in a multi-channel setting, including chat, email and phone support
- Strong technical savvy - Mac literate
- Experience performing data analysis and reporting both in detail and summary formats
- Strong personal desire to provide outstanding customer support with every interaction