Customer Experience Analyst, Hybrid Remote in Lansing, MI or Remote opportunity available
AF Group

Sacramento, California

Posted in IT


This job has expired.

Job Info


As a Customer Experience Analyst, you will provide support to team members and senior decision makers across the organization on our journey to improve the customer experience. Your primary responsibilities will be a mix of quality assurance, administrative, and analytical tasks. Tasks may include creating and updating report templates for stakeholder deliverables, checking reports for data and writing accuracy report, preparing vendor documentation, and providing general support to internal and external customers. In addition, you will be responsible for monitoring data collection/processing, auditing/coding processes related to customer experience research and maintaining communications with both direct managers and department leaders.

As a Customer Experience Analyst II, you will provide critical support to team members and senior decision makers across the organization on our journey to improve the customer experience. Your primary responsibilities will be a mix of quality assurance, administrative, and analytical tasks. Tasks may include creating and updating report templates for stakeholder deliverables, checking reports for data and writing accuracy report, preparing vendor documentation, and providing general support to internal and external customers. In addition, you will be responsible for monitoring data collection/processing, auditing/coding processes related to customer experience research and maintaining communications with both direct managers and department leaders, and present findings in clear, concise and actionable ways. You will develop a customer-first mindset, learn about how to position compelling data-driven insights to leaders, and manage programs to deliver on stakeholder needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Analyst I:

  • Assist internal team members to design, implement, document, and continuously monitor voice of the customer programs and improvement strategies
  • Develop management reporting, communications, presentations and training using internally developed tools and guides to increase understanding and awareness of research programs
  • Performs quality assurance and audit activities
  • Compile data, identify trends and outliers and summarize actionably results
  • Program and field customer surveys
  • Analyze data in SPSS and survey tools
  • Automation of presentation decks and reports for the business units

  • Analyst II:
  • Assist internal team members to design, implement, document, and continuously monitor voice of the customer programs and improvement strategies
  • Develop management reporting, communications, presentations and training using internally developed tools and guides to increase understanding and awareness of research programs
  • Compile data, identify trends and outliers and summarize actionably results
  • Analyze data in SPSS and survey tools
  • Automation of presentation decks and reports for the business units
  • Ensures program/deliverable reliability by performing quality assurance and audit activities. This may include serving as a lead on departmental audits; ensures audits are handled timely and effectively through the coordination of others.
  • Program evaluation duties may involve developing modeling as guided by Director of Customer Experience
  • Works with an eye on streamlining and improving department processes, making recommendations as needed.
  • Own programming of customer surveys and reports within the customized survey reporting tool as well as survey fielding

  • EDUCATION AND EXPERIENCE

    Relevant combination of education and experience may be considered in lieu of degree.

    Analyst I:
  • Bachelor's degree in marketing, market research, sociology, economics, business management, psychology, statistics, or related field
  • Zero (0) to three (3) years of experience working with customer experience data or related experience
  • Continuous learning, as defined by the Company's learning philosophy, is required.
  • Certification or progress toward certification is highly preferred and encouraged.

  • Analyst II:
  • Bachelor's degree in marketing, market research, sociology, economics, business management, psychology, statistics, or related field.
  • Three (3) to six (6) years of experience working with customer experience data or related experience. Must possess an exceptional attention to detail and have strong mathematical aptitude and analysis skills.
  • Continuous learning, as defined by the Company's learning philosophy, is required.
  • Certification or progress toward certification is highly preferred and encouraged.

  • QUALIFICATIONS

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    OTHER SKILLS AND ABILITIES
  • Must possess an exceptional attention to detail and have strong mathematical aptitude and analysis skills.
  • Working knowledge of basic statistics and research procedures
  • Must be proficient in MS Office (Word, Excel and PowerPoint)
  • Proficient in data analytics and statistics
  • Proficient with statistical software such as SPSS, SAS, R, etc.
  • Ability to collaborate with internal team members while also being able to work independently and as a self-starter
  • Considerable knowledge of customer survey best practices
  • Considerable knowledge of market research and Voice of the Customer Feedback methodologies.
  • Excellent verbal and written communication skills
  • Ability to interact with others to build consensus and get decisions implemented
  • Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
  • Ability to establish rapport and maintain effective working relationships with both internal and external customers
  • Ability to establish workflows, manages multiple projects, and meets necessary deadlines
  • Ability to comprehend the consequences of various problem situations and address them or refer them for the appropriate decision-making
  • Independently resolves most problems
  • Ability to make competent, independent decisions
  • Ability to perform other assignments at locations outside the office

  • ADDITIONAL INFORMATION

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract for employment.

    WORKING CONDITIONS:

    Work is performed mainly in an office/remote environment with no unusual hazards.

    The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

    We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an \"at will\" basis. Nothing herein is intended to create a contract.


    This job has expired.

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