Description

Key Responsibilities

Identify Opportunities to Improve Customer Experience

• Perform analysis on available data including VOC listening posts, operational metrics, and other variables (program type, product type, etc.) to identify relationships, trends, and opportunities for improvement
• Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction. Perform sentiment analysis to derive key insights from survey results.
• Recommend improvements based on findings and present suggestions to functional business leads and champion operational changes

Support Customer Experience Initiatives

• Perform analysis to ensure the success of customer experience projects
• Work collaboratively across Global departments to understand their business needs and how they contribute to the customer's experience
• Analyze performance trends and identify areas of opportunity to solve a business problem. Prepare and present findings and analysis to stakeholders and ensure alignment with objectives and goals - drive faster, smarter data driven decisions.
• Participate as a customer experience subject matter expert on projects

Reporting on Customer Experience

• Provide monthly NPS reports by client and survey type
• Provide monthly reports on escalations and issues
• Update Customer Experience Scorecards for identified clients (including compiling identified operational metrics which are key to customer experience)

• Explore and utilize new data mining and data visualization tools to conduct ad-hoc analysis as required.
• Mentor less experienced analysts on standards and techniques to improve their accuracy and efficiency.

Qualifications

• 5 - 7 years of work experience in product, marketing, customer experience or operations analytics.
• Bachelor's degree in a quantitative field such as Statistics, Mathematics, Analytics, Econometrics or Data Science and Information Management. Advance degree preferred.
• Extensive experience in descriptive, prescriptive and predictive analytics.
• 2-5 years of strong programming experience with SQL, SAS, Python, R or other data mining and analysis tools. Ability to quickly understand, process and consume industrial scale databases using one of these tools.
• Text analytics experience preferred.
• 2-5 years of experience developing insights and dashboards using a BI tool such as Cognos, Power BI or Tableau.
• Advanced skills using Excel and PowerPoint. VBA preferred.
• Experience with multiple customer experience tools such as Adobe Experience Manager and Medallia preferred
• Effective written and verbal communication skills, including technical writing to work with multiple cross- functional teams.
• Experience with data architecture, data integration/ETL and/or data warehousing deployed in a complex environment preferred.
• Experience with other analytics tools such as Arbutus, Qlikview, Alteryx, Adobe Analytics, Segment and Eloqua preferred.

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