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Sr. Customer Experience Analyst

3 months ago

Richardson, Texas, United States Lennox Full time

Lennox is a top player in energy-efficient climate-control solutions, standing out for its commitment to sustainability and innovation that has been the foundation since the company's establishment more than a century ago.

YOUR ROLE

As the Senior Customer Experience Analyst, you will drive positive customer experiences by enhancing business processes and leading changes in workflows, structures, and teams to ensure ongoing company success. This role involves identifying areas for improvement in customer experience processes, evaluating business processes, establishing standards, documenting processes, and overseeing implementation.

In order to excel in this position, effective communication skills, business analysis expertise, and a profound understanding of the customer's viewpoint are essential.

Key Responsibilities:

  • Collaborate with various stakeholders and business process owners to manage end-to-end requirements, design, testing, and deployment, along with change management related to projects.
  • Create comprehensive process maps and documentation for current and future processes, including customer experience mapping.
  • Oversee the implementation of enhancements to business processes and technology.
  • Utilize Six Sigma and Lean methodologies.

Desired Skills:

  • Customer Focus
  • Effective Communication
  • Drives Engagement
  • Proactive and creative problem-solver who empowers team members
  • Objective, enthusiastic, committed, flexible
  • Keen attention to detail and strong organizational skills
  • Excellent critical thinking and business acumen
  • Demonstrated ability to manage multiple tasks and projects
  • Establishes meaningful relationships to foster collaboration across different areas of the business

KEY SUCCESS DRIVERS:

Success in this role entails possessing the right qualifications, along with embodying core competencies such as:

  • Situational Adaptability: Adapting your approach and behavior to various situations, shifting priorities effectively and balancing tasks effortlessly.
  • Decision Quality: Making informed decisions promptly, focusing on the organization's best interests, and ensuring stakeholder alignment.

REQUIREMENTS:

  • Bachelor's degree or equivalent experience
  • Minimum of 5 years of related experience
  • Preferably Six Sigma Green Belt certification or its equivalent
  • Proficiency in statistical modeling and prediction
  • Broad financial acumen
  • Strong data and business information skills (e.g., Excel, Access, SQL)
  • Exceptional customer service and relational skills
  • Strong verbal and written communication abilities
  • Capability to lead and motivate cross-functional project teams

DIVERSITY MATTERS

At Lennox, we recognize the importance of diversity and inclusion to our global success. We are dedicated to attracting, developing, and retaining talented individuals from diverse backgrounds. Our aim is to create workplaces that mirror our communities, support each team member's growth, nurture their potential, and empower them to be authentic. Lennox is an equal opportunity employer.

PERKS:

Lennox provides employees with flexible work arrangements. This particular role is a hybrid position, requiring in-office work from Monday to Thursday, with the option to work remotely on Fridays.

  • Competitive base salary
  • Comprehensive medical plans promoting well-being
  • Mental and financial health programs
  • Outstanding 401k plan with company matching
  • Employee stock purchase program
  • Opportunities for community involvement
  • Robust employee assistance program
  • And much more