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We are in need of a skilled Customer Experience (CX) Analyst to join our team. This role will work with us to deepen, expand, and digitize our customer relationships, while ensuring that we continue to meet our clients’ needs. The primary responsibility of this role will be to utilize data management tools to evaluate customer behaviors and sentiments, as well as to create dashboards, reports, and visualizations to analyze metrics and develop further insights. This will require collaborating with cross-functional teams to deliver and support end-to-end customer experience goals, programs, and practices across the organization.
Typical Duties and Responsibilities
- Analyze data on the experiences of our customers in order to articulate and visualize their overall experience and gain actionable insights from them
- Drive, own, and execute data collection from customers, including surveys, CRM linkages, and report development
- Gather and clean large, noisy, and complex real-world data in preparation for statistical analysis
- Develop data visualizations to drive more informed business decisions
- Assist in conducting business process analysis and needs assessments
- Define business and workflow requirements related to customer experience
- Utilize business process modeling to create models that reflect an intuitive, non-technical model of how the business is conducted
- Perform quality checks on customer data to ensure its integrity
- Identify key trends and outliers across customer verbatims, scores, and feedback
- Identify issues and recommend changes to drive data-based strategic decision making
- Produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience
- Plan and lead cross-functional design sessions that leverage key findings
- Establish and maintain effective working relationships with internal stakeholders and external partners
Education
- Bachelor’s degree in IT, business, computer science, statistics, or a related field
Required Skills and Experience
- 4+ years of experience in a customer experience role
- Experience working with customers in a multi-channel setting, including chat, email, and phone support
- Experience with business process mapping
- Experience gathering, documenting, and managing data for large-scale solution implementations
- Experience performing data analysis and reporting in both detail and summary formats
- Experience conducting market and customer research
- Fluency with at least one computer programming language, preferably visual basic
- Proficiency in Microsoft Office applications
- Strong statistical and mathematical skills
Preferred Qualifications
- PMI-PBA certification
- Lean Six Sigma green belt or black belt training