Senior Analyst, Customer Experience

CONNS   •  

Spring, TX

Industry: Retail & Consumer Goods

  •  

5 - 7 years

Posted 167 days ago

This job is no longer available.

Position Summary:

The Senior Analyst, Customer Experience is responsible for statistical analysis and interpretation of customer-related data. This role will utilize various technologies and internal systems to gather and synthesize customer and associated business data to determine key drivers of customer success, loyalty, churn and overall experience, and then translate that data into actionable insights and recommendations. The ideal candidate is one that thrives in a collaborative cross-functional team and high speed environment while being data focused.

Responsibilities:

The Senior Analyst, Customer Experience’s responsibilities include, but are not limited to:

  • Conduct key analysis utilizing the Medallia platform and data available across various business sources, including mystery shops, invoice information, service & delivery tickets, ZenDesk, Google location reviews, and other sources of customer quantitative and qualitative data
  • Develop and automate queries and reports based on internal needs and analyze data to develop top-line insights that include financial linkage of customer satisfaction and loyalty data
  • Identify urgent issues or discrepancies within the data and effectively communicate issues and recommendations
  • Confer with customers via phone or email about issue resolution and/or to obtain details of complaints; identify trends in customer satisfaction and loyalty data
  • Analyze key metrics and other business indicators to recognize areas of focus for process and procedural improvement recommendations
  • Perform statistical analysis including time series analysis, multilinear regression, penalty/reward mapping, net present value, and text analytics polarity
  • Use regression and other techniques to develop predictive models
  • Act as a key contributor to identifying metrics that matter and establishing mechanisms to track changes in customer experience across journeys and episodes
  • Translate complex research results into a cohesive and meaningful story for the business
  • Independently implement and flawlessly execute multiple analytical requests simultaneously, including thoroughly owning all aspects of analytical execution as assigned
  • Contributes to proposal development and may assist with presenting recommendations to leadership
  • Proactively considers how data/analytical processing can be made more efficient and improved, and makes relevant recommendations for improvement
  • Develop deep customer understanding, employ a range of quantitative and qualitative research approaches plus big data techniques that are both innovative and pragmatic.
  • Support departmental needs for ad hoc reporting
  • Build and leverage internal relationships to drive results
  • Stay abreast on trends and changes in customer experience; makes internal recommendations accordingly
  • Other duties as assigned

Qualifications:

  • 5+ years’ related experience; 2-3 years minimum experience in CRM
  • Bachelor’s degree in Data Science, Mathematics, Computer Science, Engineering, Statistics, Economics, or other related field required. Master’s degreepreferred
  • Demonstrated experience in statistical analysis, segmentation, predictive modeling, and forecasting
  • Demonstrated experience building/training models in modern statistical tools
  • Demonstrated knowledge and understanding of data manipulation concepts and languages
  • Familiarity with business intelligence and data visualization tools and software (such as Tableau)
  • Strong communication skills (verbal and written) with an ability to communicate complex information to non-technical audiences
  • Strong technical skills, and must be expert level in MS Excel and related analytic tools
  • Experience in quantitative market research is preferable, especially strong skills relating to Customer Satisfaction and Loyalty
  • Demonstrated passion for Customer Experience and acts as an advocate for customers
  • Occasional travel between sites may be required
  • Experience with Medallia a plus
  • Certified Customer Experience Professional (CCXP) certification a plus