Customer Analyst Resume Samples

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I Stehr

Ismael

Stehr

2149 Jerrold Squares

San Francisco

+1 (555) 296 5716

2149 Jerrold Squares

San Francisco

Phone

p +1 (555) 296 5716

Experience Experience

New York, NY

Customer Analyst

New York, NY

Nicolas-Littel

New York, NY

Customer Analyst

Utilize Retail Link data to provide analytical support to Account Managers and Wal-Mart Canada Buyers and Replenishment Managers
Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects
Provide regular reports for management that measure the effectiveness of the technical support function
Develop and direct a variety of fact-based analyses that aid Management in making decisions relating to the creation or expansion of new or existing businesses
Manage the supply chain inter-dependencies between Sales, Demand Planning, Customer Service, Inventory Management, Operations Planning and the Customer
Develop and implement on-going improvements for collaborative planning, forecast and replenishment process
Develop and direct a variety of fact-based analyses that aid Management in making decisions relating to the creation or expansion of new or existing services

Philadelphia, PA

Voice of the Customer Analyst

Philadelphia, PA

Lemke LLC

Philadelphia, PA

Voice of the Customer Analyst

Work with Marketing to establish online and social feedback tracking methods and tools
Create, socialize, and execute method to update CEC business unit pages (intranet) on an ongoing basis
Partner with Marketing and Business Units to develop and execute an enterprise-wide website governance strategy
Partner with Marketing and Business Units to develop and execute an enterprise-wide survey strategy and holistically report on survey feedback
Provide data-driven recommendations for recurring VOC reports
Provide data-driven recommendations for recurring VoC reports
Develop and maintain online and social feedback tracking guidelines and procedures for the CEC

present

Houston, TX

Senior Customer Analyst

Houston, TX

Dach, Metz and Oberbrunner

present

Houston, TX

Senior Customer Analyst

present

Accessing, analyzing and interpreting business indicators of shipments, inventories, share, and consumption as they pertain to Kellogg brands and their impact on the markets
Assisting in the business planning (IBP) process for the team
Providing input on opportunities to improve profit and gross sales volume based on analysis of promotion, spending, promotional forecasting and sell-through and volume
Providing analysis to National Account Executives, Director and Category Management to identify key distribution, pricing and placement opportunities that can grow the business
Analyzes, QCs and validates own campaign results
Collaborates across multiple business lines for business case development, ad-hoc analysis and executive reporting
Develops performance measurement and reporting standards,Implements measurement and reporting to track campaign success

Education Education

Bachelor’s Degree in Business

University of Memphis

Bachelor’s Degree in Business

Skills Skills

Excellent academic record, in a quantitative subject or accompanied with work experience in a quantitative role
Relevant postgraduate qualification (desirable)
Experience developing partnerships with the technical, business, and sales teams utilizing strong communication and team building skills
Good command of Excel
Clear writing and verbal presentation skills, and the ability to articulate conclusions clearly to non-technical stakeholders
Knowledge of R or other object-oriented programming languages (desirable)
Exercise excellent judgment within defined standards and guidelines to manage conflict resolution and/or ambiguous situations
Evidence of working directly with different functions within an organisation (desirable)
Prior work experience in eCommerce, consultancy or marketing (desirable)
1-2 years of transferable experience in Program or Client Management, Healthcare, Finance, or Operations highly desired

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Customer Analyst Resume Examples & Samples

Collaborate closely with engineering teams to understand our data infrastructure
Proactively seek out opportunities to add value to the business
Excellent academic record, in a quantitative subject or accompanied with work experience in a quantitative role
Relevant postgraduate qualification (desirable)
Familiarity with SQL (or similar tools e.g. SAS, SPSS)
Good command of Excel
Clear writing and verbal presentation skills, and the ability to articulate conclusions clearly to non-technical stakeholders
Evidence of working directly with different functions within an organisation (desirable)

Customer Analyst Resume Examples & Samples

2+ years of analytics experience
Numerically brilliant – both from a commercial and analytics perspective
Demonstrable experience of advanced Excel and SQL/SAS
Experience with MS Powerpoint/Prezzi/other presentation tools
Experience with any data visualization/reporting tool (Tableau, Qlikview, Microstrategy etc.). Knowledge and experience with Tableau preferred

Customer Analyst Resume Examples & Samples

Independently develop and direct a variety of more sophisticated fact-based analyses and ad hoc reports that aid Management in making decisions relating to collection of Complaint data
Responsible for formally communicating to LOB leadership the periodic results and findings from the Complaint data
Develop creative approaches and methodologies to answer critical business questions, mitigate potential areas of risk for the Bank, and identify opportunities to enhance the Customer Experience using analysis and presentation of the insights derived from the analysis
Develop and direct a variety of fact-based analyses that aid Management in making decisions relating to the creation or expansion of new or existing services
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable
Bachelor’s Degree, preferably in a quantitative (statistics, economics, operations research, etc.) or related field, or in lieu of a degree 4 years of work experience
3 years of relevant work experience
In lieu of degree, 7 years of related work experience required
Advanced Excel and VBA knowledge (i.e. index/match functions, macro coding)
Knowledge of data visualization best practice
Financial services industry experience

Customer Analyst Betting & Gaming Resume Examples & Samples

Engage internal clients and key stakeholders in the analytics process and maintain regular cadence of sharing insights, optimisations and recommendations to aid decision making for each business unit
Recognise and extract critical indicators from large and complex data sets; interpret and express these indicators in a business context
Consistently simplify, produce and re-use analytical models and assets to drive measurable value to the bottom line
Work with extended team and key stakeholders to understand, design and implement feature requests to existing reporting and insights deliverables
Assist production of regular reporting ensuring data accuracy and timeliness
Work with vendors to ensure reporting tool keeps up with business requirements and stays on the cutting edge of reporting technology
Train stakeholders to use the reporting and dashboards produced
Provide depth and insight to data produced by the market research team
Proven track record of delivering and presenting commercially beneficial insights and reporting to large betting and gaming businesses
Proven experience of working on betting and gaming products
Strong data interpretation skills – ability to extract key details from a vast volume of data and highlight insights, gaps, opportunities and recommendations
Strong data manipulation skills – ability to help handle and process large data sets and produced condensed reports
Strong communication skills - effectiveness and versatility in oral presentation as well as solid business writing skills
Experience working with 3rd party data for data enrichment, profiling, segmentation, targeting and campaign execution purposes
Strong experience and understanding of SAS/SPSS/other analytics tools required. Knowledge and experience of SAS preferred
Strong SQL skills and experience in combining multiple data sources in order to deliver analysis. Experience in extracting data from Google Big Query would be an advantage
Experience of working with in-house and external technology teams

Customer Analyst Resume Examples & Samples

Act as the primary point of contact for business questions related to customer master data
Complete requests for customer master data in a timely, accurate manner by performing integrity checks to ensure a high quality of master data
Ensure all requests contain the appropriate supporting documentation and comply with controls and business requirements before they are implemented into SAP
Analyze and resolve customer data quality discrepancies as reported on a monthly basis through data profiling (resolve duplicates; data standard errors)
Special projects and other duties as assigned
Basic knowledge of system applications (Database; SAP; ETC)
General knowledge of Excel
Contributing to Team Success: Actively participating as a committed member of a team and working with other team members to help complete goals and deliverables
Customer Service oriented: This role will interact with internal clients to execute master data account set-up within established service level agreements
Communication: As this role will support North America Internal clients, the associate will be required to have a strong grasp of the English language in order to articulate status of request and/or confirm data discrepancies in both a verbal and written manner
Attention to Detail: As a Customer Master Data custodian, it is imperative that the associate abides by policies and procedures while ensuring the master data is entered into our source system accurately and completely the first time
Data Entry: Associate is required to have basic knowledge of system applications (Database: SAP: etc.)

Customer Analyst Resume Examples & Samples

‘Bring data to life’ by delivering compelling insights and visualisations from underlying performance data to clearly communicate value and opportunity to key stakeholders
Respond to queries from stakeholders with accuracy and timeliness and clearly communicating insights, opportunities and recommendations
Report and interpret performance data to deliver key highlights to the various business units on a regular basis
Integrate data from internal databases, feeds, 3rd party systems and variety of other sources to report KPIs and generate insights
Support delivery of ad-hoc analysis and reporting – explaining, troubleshooting and resolving any queries to the stakeholders
Proven track record of delivering and presenting commercially beneficial insights and reporting to large businesses
Proven experience of working in analytics
Solid traditional analytics background - experience and understanding of Spatial Analytics, Predictive Analytics, Segmentation as well as traditional large-scale data warehouse driven analytics
Good understanding of business intelligence, digital marketing, digital media analytics, web analytics, testing and optimisation
Strong experience and understanding of SAS/SPSS/other analytics tools required
Demonstrable experience of advanced Excel and SQ
Experience with MS Powerpoint/Prezzi etc
Experience with web analytics tools (Omniture, Core Metrics or Google Analytics). Knowledge and experience with Omniture suite of tools preferred
An ability to understand complex businesses questions, and to be able to frame the right analytical question to solve a business problem
Dynamic and able to work in a fast paced and demanding environment

Customer Analyst Resume Examples & Samples

Maths, Stats or similar degree with evidence of modelling and statistical analysis
Excellent knowledge of Excel, SQL, SPSS or similar
2-3 years of industry experience

Customer Analyst Resume Examples & Samples

[Segmentation] Work on the creation and maintenance of all aspects of customer segmentation. This will require working in the database (via SQL/SAS/Alteryx/similar) to identify logical/actionable customer segmentation and partnering with the development teams to ensure segments are easily available for analytics and marketing efforts
[Behavioral Modeling] Profile guest behaviors and ensure segmentation contains actionable and distinct group that can be easily articulated to the marketing organization
[Reporting] Create and distribute recurring reports that provide customer insights using data visualization
[Interpretation] Provide interpretation/translation of guest trends and any material changes and make effective recommendations to marketing leaders based on those insights
[Standardization] Ensure processes, tools and documentation are in place to support efficient and consistent analysis across the team. Standardize methodology for addressing common questions and ensure that consistent approaches be utilized across the company. Proactively develop new analytic approaches and partner with other analytical groups to develop tools that support marketing tactics at every level
[Ad-hoc] Support complex ad-hoc customer analysis as required by leadership and the support team
2+ years prior marketing analytics experience
Experience with customer segmentation and segment-level trend analysis
Experience with analytic tools/software such as MS Excel, Tableau, SPSS and similar programs, experience with data processing (SAS/SQL/Alteryx) a plus
Demonstrated success working with very large data sets, developing tools for streamlined analysis and creating reports that succinctly summarize complex concepts
Demonstrated strength in written and verbal communication, adjusting message to audience. Excellent interpersonal and relationship management skills, with the ability to communicate effectively at all levels of the organization
Strong organizational and project management skills are essential. Must be able handle multiple projects simultaneously and coordinate across multiple functions within an organization
Hospitality or travel industry experience helpful but not required; broad marketing experience in a company driven by analytics
Highly collaborative approach and open communication style
High degree of proficiency MS Office Suite, Outlook & Internet applications
High level of comfort with technology
Experience with analytic tools/software such as SAS, SQL, SPSS, Tableau, Alteryx, R would be preferred
Knowledge of brand personalities/brand & division locations
Minimal travel to resort locations and also to partner/vendor locations
Familiarity with Vail Resorts and its operations is helpful
Bachelors degree in related field (Business, Technology, Accounting, Finance, Economics, Marketing, or Mathematics) required

Senior Customer Analyst Resume Examples & Samples

Accessing, analyzing and interpreting business indicators of shipments, inventories, share, and consumption as they pertain to Kellogg brands and their impact on the markets
Assisting in the business planning (IBP) process for the team
Providing input on opportunities to improve profit and gross sales volume based on analysis of promotion, spending, promotional forecasting and sell-through and volume
Providing analysis to National Account Executives, Director and Category Management to identify key distribution, pricing and placement opportunities that can grow the business
High School Degree/GED and experience in an analytical role
Proficiency in Microsoft Office applications with advanced expertise in Excel
Ability to manage multiple and sometimes conflicting priorities, extended work schedules, and specific time constraints

Customer Analyst Resume Examples & Samples

Leading and developing analysis methodologies to track, analyze, forecast and plan opportunities utilizing POS data and SAP extensively
Leveraging Nielsen and other business performance indicators to assist Director of Sales and National Account Executives in strategic planning processes
Managing Ad & Promotional Contracts within customer trade systems
Assisting with Deductions for Kellogg’s USA
Managing new Item forms for Kellogg's USA
Administering & Tracking of promotional events
Providing planning & forecasting assistance
Supporting efficiency in trade spend including pre and post event analysis
Supporting team with event creation and execution including retail connection, analysis, customer specific coupons, and overlay programs
Accessing, analyzing and interpreting business indicators of POS data, shipments, consumption, share, promotional sell-thru and service levels
Proven efficiency working in Microsoft Word, Excel, Outlook, Access and PowerPoint
Excellent presentation, time management, analytical, technical organizational and interpersonal skills

Product Customer Analyst Resume Examples & Samples

Customer Lifecycle analysis, defining segments and identifying opportunity
Using and developing Amazon’s Machine Learning to solve merchandising, marketing, and product targeting problems
Defining success in the Video recommendation space is and how to measure it
Evaluating and measuring the tradeoffs between consumption mediums (Prime Video, Rental/Purchase) and content types (Movie and TV) recommendations
Working with engineering, product management, and marketing specialists to identify and answer key customer behavioral questions
Defining and developing methods that identify the best way to reach, convert, and retain customers
Experiment design consultation to AV product managers and marketers
Combining online web customer behavior (click stream) and offline customer attributes to gain novel and powerful understanding of AV customers
BS degree in Statistics, Computer Science, Mathematics, Operations Research, or other Science
Skilled at querying relational databases (SQL) and ability to pull customer data from various sources
Experience with analytic tools such as SAS, R, SPSS, EML
In-depth experience with web analytics tools and analyzing online customer behavior
Strong critical thinking skills and attention to detail
Passionate about understanding customers and their behavior
Masters in Statistics, Computer Science, Mathematics, or Operations Research
Data Engineering skills
Coding knowledge

Senior Customer Analyst Resume Examples & Samples

Bachelor's Degree or equivalent experience; at least 5 years of prior campaign experience preferred
Proven Project Management and advanced analytical skills
Proficient in Excel, PowerPoint, and SAS

Product & Customer Analyst Resume Examples & Samples

Develop and maintain third party and customer specification databases to provide frequently requested or regulatory required information about Bunge and its products to our customers
Work with the various internal areas to ensure information provided to our customers within regulatory and contractual agreement compliance
Provide feedback and assistance to the internal areas where information may be lacking in our customer/product documentation databases
Continuously work to improve the effectiveness and efficiency of our customer / product documentation storage and gathering processes
Acts as a central point between Sales, Product Management, Regulatory and Operations with respect to product information and documentation
Work with sales team and/or customers to understand documentation requirements and collect the requested/required information for new and existing product (including specifications, nutritional, sustainability, insurance, functional information, etc.)
Collect and analyze customer service key performance indicators and cost of failure data from various sources. Provide recommendations for improvement areas based upon analytics
Maintain reason code structure and CRM system to support customer complaint process
Develop and disseminate cost of failure reporting using CRM complaints database, dispute tracking systems, SAP, BW and Tableau
Oversee dispute management, identify improvement goals, and approve disputes within set limits
Develop customer and channel scorecards to improve customer relationships and visibility to customer issues

Customer Analyst Resume Examples & Samples

Acts as liaison between technical and non-technical departments within CSG as well as our clients in order to ensure all operational needs are met
Track business processes, document critical requirements, details, and resolution and communicate status to internal and the customer teams
Analyzes business process operations to determine opportunities to automate processes and functions
Assist customers with day-to-day support and maintenance of CSG Core Applications, including but not limited to ACSR, CCS, PC-OFM (BCE and ESE), ACSR Voice, Vantage, Workforce Express, Addressable Interfaces, and Equipment Projects
Assist with issue management, recovery management, new functionality deployment, product optimization, pre-release testing, client education and post implementation support
Assist customers and answer questions regarding CSG products, services, policies and procedures. Establish partnership with client, issue resolution, product optimization, client education, and client communications
Creates and executes project work plans and revises, as appropriate, to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities
Manages day-to-day operational aspects of a project and scope. Reviews deliverables prepared by team before passing to client. Effectively applies our methodology and enforces project standards. Prepares for engagement reviews and quality assurance procedures
Understand customer pain points and collaborate with internal centers of expertise to develop recommendations on how best to leverage our product assets to solve their problems while achieving their goals
Retain revenue. Partner with the Sales and Solution Architecture teams to preserve the existing streams while providing input on potential opportunities for new features, enhancements, and/or full end-to-end solutions
Bachelor’s Degree and/or the equivalent work experience in a business analytical and/or project management position with an understanding of software development methodologies/processes, design, implementation, and documentation
Strong issue management and project management skills
Ability to communicate effectively verbally and in writing to non-technical and technical clients
Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously
Demonstrated knowledge of the Telecommunications industry and related OSS/BSS products highly preferred
Strong customer facing and organizational skills, with the ability to build relationships with all levels of the organization
Ability to take charge and deliver on results; especially in emergency situations
Ability to work 24x7 on-call support

Voice of the Customer Analyst Resume Examples & Samples

Analyze qualitative and quantitative data to create clear and compelling reports that drive action
Work closely with clients to understand their needs and objectives
Design mockups for website recommendations to convey both conceptual analysis and quantitative findings
Maintain VoC project plan
Provide data-driven recommendations for recurring VoC reports
Identify clients’ needs for future unstructured data analysis
Maintain strong relationships with clients

Customer Analyst Resume Examples & Samples

Accountable for building and maintaining a collaborative relationship with the Wal-Mart Replenishment team. You should be effective in influencing the Wal-Mart Replenishment team as necessary, gain support for replenishment policies that maximize product availability at store level, all the while minimizing inventory in the customer’s supply chain network
Responsible for meeting customer in-stock target (98.5%) at store level with no out-of-stocks at the distribution centers. This is accomplished by proactively analyzing inventory levels using Wal-Mart’s proprietary Retail Link system, identification of any forecast behaviours or in-stock issues, followed by implementation of action steps to resolve them
Use judgment to balance risk of “over forecasting”, the impact inventory levels will have on our business cash versus “under forecasting” and missing out on potential sales opportunities
Create and be accountable for all forecasting inputs to National Office including
Be the point-person for operational execution of all modular changes (new item introductions), working jointly with Wal-Mart replenishment team
Create execution plans and coordinate internally with account teams, demand planning, operations planning, and category leadership to ensure a seamless transition to a new Walmart modular
Communicate progress on key customer scorecard measures to all internal and customer stakeholders. Accountable for recommendations and action plans for improvement
Collaborative Planning process – Provide input and recommendations for the planning process integrating customer specific data for sales trends, new items, modular changes and promotion performance trends
Manage the supply chain inter-dependencies between Sales, Demand Planning, Customer Service, Inventory Management, Operations Planning and the Customer
Responsible for all Retail Link replenishment activities including
CPFR events to support promotional and seasonal activity
Ensure numerous Retail Link item settings are properly maintained to ensure appropriate store level product replenishment
Recommend CPFR policies to customer replenishment team
Utilize Retail Link data to provide analytical support to Account Managers and Wal-Mart Canada Buyers and Replenishment Managers
Effectively leverage Retail Link reporting capabilities
Retail Link - Subject Matter Expert (SME) on the account team, providing analytical support
Communicate impact of any Retail Link replenishment policies to all key stakeholders including Demand Planning, Supply, Physical Logistics, Customer Care, and the Account Teams
Develop and implement on-going improvements for collaborative planning, forecast and replenishment process
Working knowledge of pipeline systems and procedures with an emphasis on physical distribution and logistics
Strong interpersonal skills and leadership ability
Demonstrated ability to work collaboratively with cross-functional teams
Strong planning, project management skills
Strong internal/external customer centric focus
Good communication skills, written/oral
Expert in Retail Link
Demand Planning
Logistics Operations
Internal Supply Chain Data / Reporting Systems
External Customer Supply Chain
Inventory Pipeline Analysis / Replenishment principles
Ability to work directly with the customer
3-5 years experience in Supply Chain Management, Operations Management, or Sales having worked directly on WalMart business
1-2 years experience in Collaborative Planning, Forecasting, and Replenishment Analysis
Preferred work experience in the CPG industry
Strong working knowledge with Retail Link
Strong working knowledge in Microsoft Excel
Working knowledge of SAP

Customer Analyst Resume Examples & Samples

Technical foundations
Strong skills in SAS and experience in development of targeting and customer selections
Ability to use SQL, i.e. pass through to EDW within SAS
A broad numerical & analytical background with experience in complex statistical problems
Experience with and knowledge of database structures and relational databases
Ability to use Microsoft Office products, especially Excel
Shaping the results
Experience of providing and applying statistical/marketing modelling for decision making within direct marketing
Experience and interest in commercial acumen and business planning
Sharing the results
Experience of managing stakeholders at various levels
Excellent communicator with the ability to explain complex analytical techniques to non-technical audiences in a clear and positive manner

MDM Customer Analyst Resume Examples & Samples

Provide advanced thought process of customer information and how it ties back to the divisional software applications
Serve as a key process and system resource for matching cross divisional Customer Master Data to third party resources
Analyze and resolve complex customer matching issues of a broad scope using independent judgment
Collaboration with divisional functional teams, both locally and globally, to ensure project(s) success to meet short and long term goals and needs
Assist Accounting and Customer Service Department employees in the completion of their duties by providing training and technical support where needed
Must be able to observe and correct customer divisional master data inconsistencies (e.g. in the numbers, printed word, report appearance, etc.)
2-5 years utilizing a divisional customer master preferred
1+ years of a customer related field
Must have excellent verbal and written interpersonal communications skills
Exceptional skills in applicable Microsoft software programs
Business Intelligence tools preferred (Microsoft reporting, Cognos)
ERP systems experience (AS400, Oracle, JD Edwards)
Must be able to review printed and handwritten materials
Must be able to operate common office equipment (e.g. calculator, PC, telephone, etc.)
Must be able to organize with the ability to prioritize work and keep accurate and detailed records
Must have excellent time management skills with the ability to use independent judgment effectively
Must be able to understand and work within complex interdivisional procedures and policies

Customer Analyst Resume Examples & Samples

With guidance from manager, define business issue & develop volume and profit implications with appropriate analytic information plan. Focus on pricing (price points, gaps) and trade by customer by brand
Help with a continuous assessment of category, brand/item portfolio internal and customer external environments to identify marketplace gaps that are either opportunities or risks to growth in sales and/or market share
Aid development, validation and use of pricing and spending tools to analyze the business
Provide updates on volume effectiveness and financial efficiencies of promotions for marketing and sales planning efforts. (e.g., pre/post analyses)
Collaborate with team to build and maintain a systematic and sustained evaluation of category, portfolio, brand and customer business drivers
Strengthen ability to effectively and appropriately communicate to peers, clients, and management while developing written and oral presentation skills
Support senior managers’ efforts to lead business situation assessment fundamentals within the BU and customers on an on-going basis inclusive of ad hoc analytics and presentation development. (e.g., selling stories)
1-3 years of experience – preferred if majority in higher-end analytics areas
Consumer packaged goods background with demonstrated ability to assume higher levels of responsibility
Strong analytic skills essential
Detail oriented, organized, reliable and resourceful essential
Driven for results with ability to work (at times) independently
Creating the new and different
Adaptable to changing circumstances (team orientation to be flexible to efficiently address changing priorities)
Organized, reliable and resourceful professional with practical experience and understanding of sales processes
Building future skills (especially communication; business savvy; influencing) within team environment
Proficiency in the use of MS Office software including Excel, Word and PowerPoint
Preferred knowledge of industry tools such as IRI/Nielsen; Spectra; NPD; Trade planning software
Consumer/Shopper insights experience/knowledge base a plus
Financial knowledge (e.g., P&L) a plus

Digital Customer Analyst Resume Examples & Samples

Participate in Adobe Analytics (Omniture) tagging initiatives, implementation, best practices, and troubleshooting to ensure digital marketing efforts are measured accurately and appropriately
Lead development, implementation and maintenance of testing models across customer types and segments to generate suggested enhancements
Analyze data involving channel performance and creating relationships to individual, household, segment, and other data sets to measure highly complex business and operational interactions
Create and produce regular channel (mobile, web, e-mail) performance reporting and measurements to gauge ongoing performance vs. targets
Develop reports and create presentations for executive leadership exploring business and operational performance, learnings, challenges and recommended alternatives and solutions
Conceptualize modeling framework, define data requirements, create predictive variables, and coordinate model implementation with other business partners
Demonstrate initiative and leadership through set up of experimental designs to answer business questions, creating recommendations on strategy and implementation based on analytics, and managing short-duration and longer-term analysis
2+ years' experience manipulating data from multiple sources
Highly analytical and detail-oriented with demonstrated success in digging to identify trends, results and outcomes
Demonstrated ability to challenge both the data content and the processes surrounding it
Expert knowledge of Microsoft Excel
Ability to learn new systems and software quickly
Excellent communication skills with the ability to discuss quantitative findings in easy to understand terms for digital and non-digital stakeholders
Proficient in MS Office suite of products
Ability to travel independently(less than 10%)
1+ years' experience in digital analytics and eCommerce
1+ years' experience with Omniture, Google Analytics, or other web analytics package implementation, reporting, and analysis
Bachelor's degree in Statistics, Information Systems, Finance/Accounting
Intermediate knowledge of SQL and familiarity with Java Script
Analytics experience supporting marketing and product management/user experience particularly focused on e-mail, web and mobile channels, and social media/social tools
Multi-channel retailer analytics support
Operate in rapidly evolving digital environment with multiple lines of business, significant new digital product development and delivery

Senior Customer Analyst Resume Examples & Samples

Learn and understand Thomson Reuters’ business strategy – our customers, products, competition, market position and the key challenges facing the organisation
Gain insight or develop analytical frameworks from large, disparate datasets
Excellent analytical skills with a demonstrated ability to solve problems and provide analytical insights to support the business
Strong understanding of various data analysis methodologies
Robust, hands on experience in data mining and SQL programming knowledge
Minimum of 5 years’ experience in an analytics, strategy consulting, database marketing, or other quantitative role
Strong oral and written communication and interpersonal skills to successfully build long-term relationships with colleagues and business partners,
Business acumen and understanding of how analytics and insights support a large organisation including being able to successfully articulate the linkage between business decisions, business objectives, and analytical approaches & findings, turning analytics into compelling stories for non-technical audiences
Strong organisational and time management skills
Experience of statistical and predictive modelling, using R or SAS
Experience with BI reporting tools such as Business Objects
Knowledge of visualization tools, such as Tableau
Experience with CRM tools, such as Salesforce.com
Experience working in a matrix organization

Voice of the Customer Analyst Resume Examples & Samples

Leveraging current feedback channels, identify process to analyze unfavorable feedback and effectively communicate findings to Customer Engagement Center (CEC) Leadership
Work with Marketing to establish online and social feedback tracking methods and tools
Develop and maintain online and social feedback tracking guidelines and procedures for the CEC
Partner with Marketing to analyze and trend customer feedback gathered online and from social media
Report, summarize, and present online and social feedback efficiently and under tight deadlines, including monthly, roll-up, and ad hoc reports
Identify trends, provide recommendations, and communicate results appropriately
Recommend policy and procedure improvements and report trends to Customer Experience team
Develop 360° communication plan to share online and social feedback information/updates/enhancements with customers/employees
Stay abreast of customer feedback tracked internally by reading Customer Experience Reports, pulling related feedback data, and consulting Customer Experience Analysts
Partner with Marketing and Business Units to develop and execute an enterprise-wide survey strategy and holistically report on survey feedback
Research and recommend survey methodology for CEC, leveraging current and future surveying tools
Work with CEC leadership to create customer satisfaction questionnaire(s) for internal and external customers to solicit results that can be tied back to Customer Engagement Center goals and customer interactions
Manage survey methods (IVR, phone, email, chat), questionnaires, invite frequency, and response rates
Update survey questions as products and services change, technology advances, and other data collection tools are made available
Attend mitigation meetings led by Customer Experience Analysts for top complaint issues
Review top complaint issues and process improvement recommendations with CEC and applicable Business Units to identify and implement mitigation efforts
Track mitigation efforts/results and incorporate into the Consolidated Complaint Report, which is distributed to applicable business units and executive management monthly
Partner with Marketing and Business Units to develop and execute an enterprise-wide website governance strategy
Participant in website governance overhaul ensuring customer needs are incorporated, minimizing CEC impacts, and communicating updates/impacts to CEC leadership
Work with Marketing monthly to update website based on Voice of the Customer/Employee feedback received
Coordinate the review of customer impacting website content through partnership with applicable business units, ensuring consistency with department resources/procedures/training materials
Create, socialize, and execute method to update CEC business unit pages (intranet) on an ongoing basis
Identify and document process to maintain CEC business unit pages. Participate in testing updates as needed
Research, recommend, and implement Voice of the Employee (VOE) program utilizing current tools and technology
Develop process to solicit, report, and trend employee feedback
Maintain VOE program, frequently assessing effectiveness, and making adjustments/updates where applicable
Develop communication strategy to promote, share “wins” and updates
Become a subject matter expert in at least one content area (General Servicing, Default Servicing, Origination, or Banking)
Prepare supplemental documentation needed to assist management in decision making
Document and maintain procedures for all job functions
Attend and successfully complete departmental and corporate trainings
Attend classes for personal development
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies

Senior Voice of Customer Analyst Resume Examples & Samples

Sourcing of VoC data from multiple sources (i.e OL, Foresee, Tealeaf, Chat) and distilling information into actionable strategic insights
Leverage tracking and measurement impacts of insights to drive business goals
Present insights to appropriate teams, drive implementation dates and track performance improvement post implementation
Self manage all research/testing projects as assigned in requested timeline
Other duties as assigned, including analysis of usability testing research and/or quantitative data sets
3-5 years of relevant experience in qualitative research and analysis, or similar role in a professional environment
At least 1 year of e-commerce experience
Exhibit strong problem solving, analytical, and critical thinking skills with the ability to make sound recommendations and decisions based on data and prior experience
Ability to quickly learn and adapt in a fast-paced, highly interactive environment
Proficient in Microsoft Word, Power Point, Excel, and Outlook

Voice of the Customer Analyst Resume Examples & Samples

Assist in client planning and communication on strategic direction
Maintain VOC project plan
Provide data-driven recommendations for recurring VOC reports
Demonstrate leadership skills and the ability to manage or mentor others
Demonstrate success in working with complex strategic clients/initiatives
Good Communication skills (written and oral)
Creation and delivery of presentations
Strong Microsoft Excel skills
Understanding of both qualitative and quantitative research methodologies
Detail Oriented
Customer behavior analysis, preferably in an ecommerce capacity
Understanding of web/digital concepts

Voice of the Customer Analyst Resume Examples & Samples

Design, develop, and analyze GEICO's many ongoing and ad-hoc customer surveys
Help manage the data and reporting of surveys
Respond to unique business opportunities by analyzing existing feedback or developing new feedback sources
Conduct third-party research to identify and apply best practices to survey methodology and analysis
Communicate research findings to the organization through presentations, newsletters, dashboards, and executive summaries
Present analysis to stakeholders, including regional audiences
Assess the performance of, and identify discrepancies within, complex survey processes to ensure continuity in feedback collection
A Bachelor's degree with minimum GPA of 3.0
Sociology, psychology, business, math, finance, market research, or a related field preferred
Strong skills in data management, analysis, and problem-solving
Strong deductive reasoning skills
Experience designing and analyzing complex business processes
Experience conducting and analyzing customer satisfaction data and knowledge of survey methodology
Background in psychology, sociology, marketing research, or similar field desired
Strong organizational and project management skills
High proficiency in Excel
Familiarity with SQL a plus
Attention to detail and drive to provide high quality results
Intellectual curiosity and ability to learn quickly
High level of written and verbal communication skills

Customer Analyst Resume Examples & Samples

You will be part of a strong team of knowledgeable and committed technical specialists and connected onto the worldwide Informatica technical pool
On the job training and on-going learning and development are a key part of why our professionals are widely respected and are treated as world number one in technical support arena
Thriving in a fast-paced support environment, you'll work with our customers and solve their complex technical problems, related to Informatica's flagship products like Power Center, Data Quality, Data Services, Rev and Big Data and its peripheries like various databases along with different Operating Systems etc
Constructively work together as a team, sharing ideas
A high degree of analytical and problem solving abilities
A natural leader who strives for excellence and is known for his/her prodigious technical ability
Possess good communication and customer-relationship skills - responsiveness, sensitivity, diplomacy
Comfortable working both independently and collaboratively
Advanced problem-solving skills and technical aptitudes that allow you to adapt to new circumstances and to learn quickly when facing new problems and challenges
Apply your superior technical Skills to meet service request SLAs, meet and exceed customer expectations
Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue
Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term
Analysis of exceptions and logs to isolate root cause and help in product�s usability and improve end-user experience
Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions are converted to Knowledge base articles
Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships
Understands impact of work on the feature/product/team
Continuously enhancing knowledge through trainings and e-learning courses
Helping customers succeed
Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects
Provide regular reports for management that measure the effectiveness of the technical support function

Customer Analyst Resume Examples & Samples

Fluency in both written and spoken English is a must, good command of other languages (preferably French, Chinese, Portuguese, Spanish or Arabic) is an advantage
Strong communication, team working skills, interpersonal skills, problem solving, sharing and seeking knowledge
Knowledge of the Financial Statements and Financial Ratios to be able to make analysis of those
Ability to create calculation models using MS Excel
VBA literacy is also an advantage

Senior Customer Analyst Resume Examples & Samples

Strong problem solving, data and analytical skills, numeracy, and attention to detail
Simplify the complex – The ability to generate insight from data, and engage and communicate those insights effectively with non-technical business customers
Commercial acumen, a good understanding of business value drivers and the ability to apply that understanding in customer analytics tasks
The successful applicant will have at least 3 years’ experience in an analytics role, delivering advanced analytics in a commercial environment using relational databases and analytical tools. (E.g.: SQL, SAS, R, Python) (technical skills will be evaluated as part of the application process)
Financial services experience especially within Wealth Management/ Superannuation & Insurance would be useful for the role
Experience in data visualisation tools such as Qlikview, Tableau would be desirable

Customer Analyst Resume Examples & Samples

Drive collaboration across Program Operations Team and other departments
Provide daily communication and foster collaboration with program clients
Provide program insights, reporting, and analysis
Knowledge of basic financial components of a program (e.g., profit and loss statements, budgeting)
Conduct program briefings and status updates to internal leadership team
Track service level agreements to ensure that program meets regulatory guidelines as well as Biologics internal standards and controls
Support client Quarterly Business Reviews for each program highlighting pertinent information to keep client apprised of all key operating aspects
1-3 years of transferable experience in Program or Client Management, Accounting, Finance, or Operations preferred
Competencies and characteristics: strong leadership skills, ability to motivate people to achieve objectives, ability to resolve complex problems and conflicts, excellent presentation and communication skills, strong strategy thinking skills, strong metrics background, strong financial knowledge, excellent interpersonal skills, strong ability to understand complex systems and interfaces
Proven ability to develop creative solutions to complex problems by applying industry and customer knowledge coupled with sound judgment
Demonstrated proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
1-2 years of transferable experience in Program or Client Management, Healthcare, Finance, or Operations highly desired
Exercise excellent judgment within defined standards and guidelines to manage conflict resolution and/or ambiguous situations
Experience developing partnerships with the technical, business, and sales teams utilizing strong communication and team building skills

Senior Customer Analyst Resume Examples & Samples

A hands-on and well-rounded analyst with a passion for data and insight
Demonstrable history of extracting commercially beneficial and actionable insights from large data sets
Understanding of core statistical modelling for customer/marketing analytics (e.g. Propensity models through to Logistic Regression, CHAID)
Confident speaking to, and building relationships with, people from across the organisation, ranging from highly technical to commercial leaders
Ability to turn analytics into a story through strong communication and presentation skills and data visualisation
Experience at an agency or in marketing/customer insight/analytics function of a large firm where you will have been involved in: segmentation, category/business reviews, trading analysis, gaming / what-if analysis, propensity modelling, pre/post campaign analysis, profiling and bespoke analysis/deep dives
SAS expertise is essential

Business Channel & Voice of Customer Analyst Resume Examples & Samples

This position will be moving to Atlantic City in 2018
Minimum 2 years’ experience as a business data analyst
Contact center operations experience preferred
Previous experience in interpreting and analyzing data, reports, processes, trends and situations and recommending solutions
Previous experience communicating trends / insights using both verbal and graphical representation
Strong interpersonal skills, team player and ability to interact effectively with all operational business areas and all levels in the organization
Strong and demonstrated analytical and organizational skills
Ability to multi-task in a high energy and fast-pace work environment
Strong written communication skills, with the demonstrated ability to prepare clear and concise written summaries
Strong technical aptitude with high level of proficiency with Microsoft Office applications (Excel, Word, PowerPoint)
Analyze trends and identify deviations/exceptions in customers’ channel patterns
Investigate root causes and recommend solutions to improve customer satisfaction
Recommend ways to improve processes, internal tools, documentation, and technology to improve workflow
Research, recommend, and implement Voice of Customer (VOC) program; maintain VOC program, frequently assessing effectiveness, and making adjustments when applicable
Review top complaint issues and process improvement recommendations with Customer Experience Team and identify and implement mitigation efforts
Report, summarize, and present customer feedback efficiently and under tight deadlines, including monthly, roll-up, and ad hoc reports
Work with Customer Experience leadership to create customer satisfaction questionnaire(s) for internal and external customers to solicit results that relate to business goals and objectives
Identify process to compare CSAT survey scores to QA evaluation scores to look for trends and opportunities
Develop and maintain online and social feedback tracking guidelines and procedures
Partner with appropriate departments to analyze and trend customer feedback gathered online from social media and from other mediums
Coordinate the review of customer impacting website content through partnership with resources/procedures/training materials
Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required
We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money
We provide an opportunity to build a successful and rewarding career in a variety of functional business areas
We foster individual talents and abilities while promoting the value of teamwork
Our culture prepares you for a lifetime of learning and professional development