Customer Experience Analyst

4 weeks ago

Sunnyvale, United States orangepeople Full time

As the Customer Experience Analyst at our organization, 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.


Note: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.


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 the 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 experienced 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.


Required Qualifications:

  • 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 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


Desired Qualifications:

  • 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, Clarabridge, 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.

Benefits:

  • 401(k).
  • Dental Insurance.
  • Health insurance.
  • Vision insurance.
  • We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
  • The salary will be determined based on several factors including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.


Additional Responsibilities:

  • Participate in OrangePeople monthly team meetings, and participate in team-building efforts.
  • Contribute to OrangePeople technical discussions, peer reviews, etc.
  • Contribute content and collaborate via the OP-Wiki/Knowledge Base.
  • Provide status reports to OP Account Management as requested.


About us:

OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.

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