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Crystal Equation
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Customer Experience Product Analyst IV
1180 Discovery Way Sunnyvale, CA 94089 US
Posted: 08/20/2024
2024-08-20
2025-01-04
Job Number: 39583
Job Description
Customer Experience Product Analyst
Remote
Summary:
The Customer Experience (CX) team is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience Analyst, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience. Leveraging your strong background in CX/VoC and expertise in data analysis and storytelling, your passion for customer centricity, you will help shape the future of our product design and experiences.
Responsibilities:
Pay range is $81 - $86 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.
THE PROMISES WE MAKE:
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.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
Remote
Summary:
The Customer Experience (CX) team is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience Analyst, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience. Leveraging your strong background in CX/VoC and expertise in data analysis and storytelling, your passion for customer centricity, you will help shape the future of our product design and experiences.
Responsibilities:
- Manage end-to-end analytics, reporting, and partnerships to enhance our product quality and experiences.
- Synthesize and analyze customer feedback from multiple sources (e.g., social media posts, retail product/app reviews, support cases, voice of customer surveys) and channels (e.g., 1st and 3rd party retail, public social media) to identify trends, pain points, and areas of improvement for MR and wearable products
- Monitor social media channels to identify emerging trends and issues, performing deep dive analysis to uncover root cause and pain points
- Champion the voice of customers by widely sharing insights and collaborating with business partners to promote customer-centric decision-making
- Develop and maintain robust reporting systems to track customer experience metrics and KPIs.
- Integrate direct and indirect customer feedback with other data sources (e.g., operational, and behavioral data) to provide a comprehensive view of product experience drivers
- Advocate for customers and influence both corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders
- Collaborate with cross-functional teams to design and plan for future products and services that address the issues, concerns, and desires of customers
- Present insights and recommendations compellingly to stakeholders and executives to ensure customer perspectives are at the forefront of strategic decisions.
- Help annotate content (e.g. social media posts) to help machine learning model training.
- 6+ years of experience in data analytics, including experience in social media and product review analytics, customer feedback/survey analysis, product analytics, data science, or related fields
- 3+ years of experience in customer experience or customer insights analytics
- Proficiency in crafting compelling stories using diverse data sources to deliver actionable insights tailored to stakeholder needs
- Experienced in creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
- Skilled in using social media analytics tools (e.g., Brandwatch, Sprinklr) or running NLP analysis to translate qualitative data and verbatim into actionable insights
- Proficiency in working with large data sets using SQL
- Familiarity with text analytics tools, including query-based and AI-based systems
- Demonstrated ability to work collaboratively with cross-functional teams.
- Excellent at data-led storytelling, with a strong ability to convey complex insights to technical and non-technical stakeholders
- Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, or related field
- Experience with social listening and text analytics tools such as Medallia, Qualtrics, Clarabring, Luminoso, Brandwatch, Sprinklr
- Proficiency in visualization tools such as Tableau, PowerBI, Looker, etc.
- Familiarity with gaming, consumer electronics, or retail business
- Knowledge of predictive analytics or ML/AL techniques is a plus.
Pay range is $81 - $86 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.
THE PROMISES WE MAKE:
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.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
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