Customer Experience Analyst

Sunnyvale, CA 94089

Posted: 03/08/2023 Job Number: 37113

Job Description

Pay range is $68 - $71 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

At Crystal Equation, we empower people and advance technology initiatives by building trust.  Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start.  We will serve to empower you along the way and provide the path for your professional journey.

Customer Experience Analyst

Our Customer Experience team is focused on improving customer experience across the end-to-end journey by continuously listening to customers, synthesizing the data, and proactively distributing the findings to empower customer centric actions and decisions across the organization. As a Customer Experience Analyst, you will be responsible for translating customer feedback into actionable insights that will drive operational improvements. You will be working with cross-functional partners across the organizations to gather requirements and create reports and dashboards that meet their needs. You will be synthesizing customer experience surveys with other transactional and operational data sources across customer journeys to proactively identify customer pain points and areas of opportunity.
The ideal candidate will have a strong knowledge of customer experience and statistical analysis and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data.

Job 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 customer feedback or survey analytics, statistical analysis, 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.
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

Meet Your Recruiter

Mischa Mohamed

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