The customer experience analyst is responsible for identifying opportunities to improve the customer experience by analyzing data, managing critical voice-of-the-customer listening posts (such as post-claims surveys) and reporting on customer experienceThis role can be 100% remote.
Customer experience improvement (40%)
Perform analysis on available data including voice of the customer (voc) listening posts (such as surveys), operational metrics, and other variables (program type, product type, etc) to identify relationships, trends, and opportunities for improvement for the various products.
Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction
Recommend improvements based on business cases created from findings
Performance and reporting (25%)
Provide reporting as needed
Provide reports on escalations and issues
Monitor and track performance of cx enhancements launched, including nps and business metrics
Roadmap execution (20%)
Perform ad hoc analysis and/or participate in projects as needed to ensure success of customer experience initiatives
Voc listening post management (15%)
Manage and optimize listening posts set up to collect voice of customer feedback
Conduct regular audits to ensure surveys are offered when expected or desired
Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates
Perform analysis on anomalies in data to address challenges and maintain regular flow of voc data
Create models to assess and estimate impact of changes
Basic qualifications:
Education: bachelor’s degree or 1+ years of equivalent experience
Must be able to travel to onsite meetings once or twice a year.
A minimum of 3 years’ experience in a role requiring advanced skills in excel.
A minimum of 1-year experience translating client/customer needs to customer experienceJourney maps as well as company policies, procedures, and detailed process flow maps.
In-depth analytical skills, including the ability to leverage critical thinking to evaluate and organize available data.
Basic experience (1-3 yrs.) using tools such as sql for queries.
Significant excel experience (3-5 yrs.), including the ability to create pivot tables and combine multiple tables (such as through vlookup).
Strong cognitive skills and experience with root cause analysis.
Ability to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating information.
Ability to search for, find, collect, analyze, interpret, and evaluate information and communicate findings
Preferred experience
Passionate about the customer experience and quality controlWorking knowledge of on-line analytics is desirable
Operations experience with various channels used by customers to interact with us and provide feedback (face to face, telephone, website, mobile application).
A minimum of 1+ years’ experience creating queries utilizing sql, powerbi or microsoft access.
Ability to measure effectiveness of voice-of-the-customer program, including calculating and monitoring both response and completion rates by channel & campaign, and impact to both with changes (a/b testing)Establishing controls (where not in place) to ensure alerting if response rate, completion rate, or throughput unexpectedly changes.
Strong interpersonal skills with the ability to communicate clearly and effectively with internal clients/stakeholders.
Familiar with primary research, including net promoter score methodology.
Requires incumbent to be self-motivated to work to complete multiple projects/tasks in a timely and accurate fashion
