Customer Experience Analyst

Industry: Consumer Electronics

Duration:  12 Months

Shift: 08:00 AM to 05:00 PM

Job Description:

Other similar titles: CX Analyst, Voice of Customer Analyst, VoA Analyst, Customer Insights Analyst, Customer Feedback Analyst

Responsibilities

Translate the Customer Experience survey findings (e.g. NPS, CSAT) and other sources of feedback (e.g. customer comments) across different touch points into actionable insights that influence decision making and business optimizations Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas in customer experience Represent the voice of customers by sharing the insights broadly and collaborate with appropriate business partners to drive improvements and customer centric decisions Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization Consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers Advocate for customers by continuously developing periodic and ad hoc reports and proactively distributing the insights among appropriate stakeholders Create and maintain robust pipelines of data that yield visualized dashboards

Required Qualifications

• 5+ years of experience in data analytics including experience in
• 5+ customer feedback or survey analytics, statistical analysis,
• 5+ marketing analytics, or similar quantitative fields
• Proficiency in telling a comprehensive and completing story with customer feedback and linking different sources of data to provide actionable insights tailored to partners’ needs Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback Proficiency in querying, joining, and manipulating raw datasets for analysis. SQL skills Experience with building reports and dashboards using Tableau Experience using R or Python or SPSS or a similar scripting language/tool for statistical analysis Comfortable working autonomously and proactively, identifying new opportunities and reaching out to partners with new insights.

Top 3 must-have HARD skills:

• Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences (In Tablaeau)
• Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Tableau – building the dashboard and reports AdHoc Analysis

Good to have skills:

• Degree in related field
• Building and managing text analytics tools

Desired Qualifications:

• Degree in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study Experience working with customer experience platforms such as Medallia Experience building and managing text analytics tools is strongly preferred Experience working on quantitative research projects in the area of consumer insights Experience working or in support of a CX or VoC team Experience and knowledge in survey design and CX program management.