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Sr. Customer Experience Analyst

  • Location: New York, NY
  • Start Date: 1/13/2021
  • Job ID: 21-00021
  • Posting Date: 1/13/2021
  • Job Type: Right to Hire
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Job Description
  • As part of the Customer Experience team, you will have the opportunity to shape and influence the experience direction of client by leading initiatives that will build momentum and accelerate a cultural change across the organization. The ideal candidate will be a sharp analytical thinker who excels in a collaborative cross-functional team environment while being processes focused, able to manage adherence to established frameworks and assure adherence to best practices.
We are looking for a Customer Experience Senior Analyst who will be able to analyze data and support day-to-day activities associated with survey design, reporting and managing action plans across the organization. This role will also focus on driving actionable insights and awareness of a customer experience discipline.
  • Analyze Voice of the Customer and Operational data, measure impact to customers, and generate actionable insights based on trends
  • Closely collaborate with stakeholders to support identifying, reporting, and suggesting changes to improve the customer experience.
  • Manage and track status of incoming survey request, progress and next steps.
  • Experience programming Voice of the Customer surveys in survey platforms.
  • Build and communicate dashboards, savvy in data visualizations to display results.
  • Identify report and monitor relevant KPIs at the appropriate cadence in order to measure progress.
  • Ability to handle adhoc reporting request.
  • Support data request that drive cost reduction or revenue opportunities while improving the customer experience.
  • Develop and document standard operating procedures for the continuous improvement of customer feedback program
Minimum Qualifications:
Using Tableau to visualize data
Automating processes in Python
  • Prior experience in Customer Experience programs.
  • Ability to work effectively with a wide range of decision-makers, from technical to marketing to service/sales individuals, strong diplomacy skills.
  • Demonstrated ability to gather and interpret data from multiple sources, analyze results and tell the story to business partners.
  • Self-starter, a creative thinker, strong cross-functional leadership, results orientated.
  • Proficient in Excel and PowerPoint.
  • Tableau and other data warehouse storage tools.
  • You must thrive in a collaborative cross-functional team environment while being data focused
Preferred Qualifications:
  • Bachelor's degree from an accredited institution.
  • Knowledge of tools such as Qualtrics,
  • Excellent verbal and written communication skills with a strong attention to detail.
  • Ability to thrive in a fast-paced environment, managing multiple customer centric deliverables with various deadlines simultaneously.
  • 3+ years' experience in statistical analysis, segmentation, predictive modeling and forecasting
  • Experience building/training models in SAS, R, Python, SPSS or other related statistical tools
  • Knowledge of data manipulation concepts and languages such as SQL research tools such as Qualtrics a plus
Posted by Matthew Lemay
Technical Recruiter
(800) 821-4644 x