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The Customer Experience Analyst is responsible for developing reporting solutions and insights to help drive improvements to the customer experience across all channels/functions. This individual is responsible for recommending solutions that enable the company to maximize value through the use of analytical methods. The ideal candidate will leverage data to define strategy, execute analyses, and present actionable recommendations. Additionally, the analyst utilizes the structure, policies, and operations of the organization to determine and implement operational improvements. The analyst will be expected to work with moderate guidance in their own area of knowledge.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job
Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
Know your stuff-be enthusiastic learners, users, and advocates of our game-changing technology, products, and services, especially our digital tools and experiences
Win as a team-make big things happen by working together and being open to new ideas
Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs, and helping us elevate opportunities to do better for our customers
Drive results and growth
Respect and promote inclusion and diversity
Do what's right for each other, our customers, investors, and our communities
Identifies and analyzes trends in a variety of data sources to develop improvements for processes, forecasting, and planning.
Tracks, analyzes, and develops reporting solutions for key customer and operational metrics for delivery to senior leaders and a broad array of stakeholders.
Contributes to customer experience projects and conducts due diligence to identify the root cause drivers of customer experience KPI trends. Works with cross-functional partners to understand and document detailed processes and actively participates in the development of potential solutions.
Designs and develops business reporting of data to drive actionable insights that can be included in technical presentations.
Executes extraction of data and conducts analysis of the data from various databases to inform business decisions.
Works with business intelligence and data science professionals to request key data sets for further analysis (i.e. segmentation, trending, etc.). Communicates results and insights for distribution.
Collaborates with survey administration teams to monitor survey distribution mix and confirm alignment to transaction volumes. Understands survey administration operations and highlights opportunities to enhance overall survey management and/or close key gaps.
Participates on team projects by documenting requirements and coordinating delivery of work products to internal and external clients as needed.
Participates in the data intake, extraction, and ingestion processes to align priorities and define clear requirements based on business values.
Works collaboratively with business segments, corporate functions, and technology groups across the organization to understand, develop, prioritize, and deliver new data analytic methods or databases.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance.
Other duties and responsibilities as assigned.
Solid Excel and PowerPoint skills required.
SQL or other relational query languages desirable.
Prior experience with Tableau, Teradata, and/or the Net Promoter System and Score is a plus.
Solid Excel and PowerPoint skills required
Net Promoter System and Score
Marketing, Economics, Statistics, Psychology, Engineering, Math, Finance or similar quantitative disciplines
Generally requires 2-5 years related experience.
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