About The Position
The Customer Experience Analyst is responsible for bringing the Voice of the Customer to life for the business through research, analysis and insights. Analyzes, interprets and reports internal performance data as well as industry data to support continuous business improvements. Supports Customer Experience and other internal clients with customer campaign design, execution and reporting.
Key responsibilities include:
Research, analyze, interpret/forecast and report actionable insights from customer research.
Coordinate benchmarking and research efforts. Analyze, interpret and report on results and trends.
Present findings in a compelling manner, both written and verbal, to all levels of the organization, using data to tell a story.
Proactively identify opportunities to test and learn, and socialize key learnings.
Partner with the business on possible opportunities for improvement based on research findings.
Design and implement targeting criteria for customer campaigns; analyze findings and socialize insights.
Act as part of Emergency Operations Center response team.
Qualifications
Bachelor’s degree from an accredited college or university required. Three or more years' experience with data analysis required.Previous team/project leadership experience preferred. Experience with a campaign management tool preferred. Experience executing and/or reporting campaigns preferred. Three or more years’ professional-level experience in customer experience and/or providing field operations support preferred.
In addition to the above qualifications, the successful candidate will demonstrate:
Strong working knowledge of MS Office required. Must be able to create reports, spreadsheets and develop formula calculations. Must be able to develop lookup tables, perform graphical analysis, and develop/interpret tables. Demonstrated ability to be self-motivated, solve problems, make decisions and be proactive. Must be a strong communicator that shows attention to details and works well in a team environment. Strong presentation, oral and written communications skills required. The Customer Experience Analyst works a standard day shift in an office and field environment. The position may require overtime, especially during storm restoration related activities or high volume periods.