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Customer Experience Analyst
Gannett
Mc Lean, VA, United States
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Gannett Co., Inc. (NYSE: GCI) is an innovative, digitally focused media and marketing solutions company committed to strengthening communities across our network. With an unmatched local-to-national reach, Gannett touches the lives of more than 110 million people monthly with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services. Gannett brands include USA TODAY NETWORK with the iconic USA TODAY and more than 100 local media brands, digital marketing services companies ReachLocal and SweetIQ, and U.K. media company Newsquest.
ABOUT USA TODAY NETWORK
We are an innovative, digitally focused media and marketing solutions company committed to strengthening communities across our network. With an unmatched local-to-national reach, Gannett touches the lives of more than 110 million people monthly with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services. Gannett brands include USA TODAY NETWORK with the iconic USA TODAY and more than 100 local media brands, digital marketing services companies ReachLocal and SweetIQ, and U.K. media company Newsquest.
Customer Experience Analyst – Mclean, VA
The USA TODAY NETWORK is in search of an experienced data analyst to support our Customer Experience team. The Customer Experience Analyst helps collect, analyze and share insights from customer feedback collected through our Voice of the Customer (“VOC”) program.
The CX Analyst supports the Customer Experience Strategy team in partnering with cross-functional teams in Product, Customer Service, Marketing, Ad Solutions, and Editorial to identify key drivers of satisfaction that enable operational efficiencies, enhance the overall customer experience, and strengthen our brand position as a leader in the digital media landscape.
Ideal candidates will take on the big and bold, collaborate early and often, work with moderate guidance in own area of knowledge, and embrace experimentation to drive continuous improvement.
RESPONSIBILITIES
The CX Analyst will play a key role in managing and deriving insights from Gannett’s Voice of the Customer tools and platforms, which serve as key elements for understanding core business drivers and enabling business unit strategies.
Partnering with the Customer Experience Strategy team, the CX Analyst will continually improve his/her knowledge and understanding of our customers and business model to make insightful recommendations about changes to internal processes, tools, and customer communications tactics.
• Conduct and deliver recurring and ad hoc omni-channel insights and analysis of VOC data to tell a more holistic story of the customer journey and overall experience.
• Be an effective storyteller through the development of operational and executive-level dashboards and visuals that provide internal stakeholders and senior leadership with a clear view of consumer trends and improvement areas.
• Proactively identify and recommend opportunities for high-impact, actionable improvements to the customer experience that will maximize and improve customer satisfaction, engagement, and retention.
• Work with VOC vendor(s) to integrate new feedback sources, upload customer data, and perform ongoing optimization to maintain data hygiene.
• Be a “go-to” resource and subject matter expert on all VOC research projects.
• Partner with other analytics teams to integrate data and visualization tools and enable best practice sharing.
• Serve as an ambassador of our customer experience values to help foster a data-driven, customer-led culture within the organization.
REQUIREMENTS
• Demonstrated success in solving challenging customer issues in a dynamic business environment.
• Ability to work with various functional groups and employees from all levels in the organization to achieve results.
• Excellent analytical, organizational, and communication skills, including the ability to present ideas and suggestions clearly and effectively.
• Strong track record of building and maintaining solid relationships with internal and external customers and vendors.
• A self-starter, able to work both independently and collaboratively to complete tasks and identify solutions.
• A curiosity for exploring complex data sets who is willing to ask tough business questions and challenge the status quo.
• Technical proficiency in common data analysis tools such as Microsoft Excel, Data visualization platforms (Tableau/Power BI), etc.
EDUCATION AND EXPERIENCE
• Bachelor’s degree required.
• Between 5-7 years of CX, research, or marketing experience preferred, with responsibility for analyzing and reporting customer data.
• Experience with Clarabridge, Opinion Lab, or similar VOC tools a plus.
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
Gannett Co., Inc. (NYSE: GCI) is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.