Customer Experience Analyst

2 months ago

Englewood, United States SambaSafety Full time
Job DescriptionJob Description

Who we are:

Hi, we’re SambaSafety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.

We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it; we’ve been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid 4.9-star rating on Glassdoor.

What You’ll Do:

The Customer Experience Analyst serves as a key member of our Customer Experience Team and supports the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. This role will be responsible for collecting and analyzing data, gathering insights, and identifying opportunities to enhance the post-sales customer journey. Plays a critical role in driving customer adoption, retention, and expansion through data-driven strategies and recommendations that aim to optimize and scale the customer experience. Collaborates with cross-functional teams to deliver and support end-to-end customer experience goals, programs, and practices across organization. This role will report to our Chief Customer Officer.

Data Analysis & Insights

  • Analyze customer data and feedback to identify trends, patterns, and opportunities for improvement
  • Utilize data analytics tools and methodologies to uncover insights that drive enhancements to scale the customer experience
  • Communicate findings and recommendations to key stakeholders
  • Define and Optimize Customer Journey
  • Map customer journey and standardize interventions for each point in the journey (e.g., onboarding, adoption, retention, expansion, advocacy)
  • Identify moments of truth in the customer experience and implement strategies to enhance those interactions
  • Collaborate with cross-functional teams to align on improvements and ensure a seamless customer journey

Voice of Customer Initiatives

  • Design, implement, and analyze surveys, interviews, and feedback mechanisms to capture the voice of the customer
  • Translate customer feedback into actionable insights and recommendations for process improvements
  • Monitor customer sentiment and perceptions to drive continuous improvement in the customer experience
  • Performance Monitoring & Reporting
  • Develop and track KPIs related to customer experience metrics
  • Monitor performance metrics regularly and provide reports to assess the impact of customer experience initiatives
  • Work with stakeholders to identify areas for improvement and track progress towards customer experience goals

Process Optimization & Collaboration

  • Collaborate with various teams, including Customer Marketing, Product Marketing, Product, Salesforce Team, Onboarding, Customer Success, Renewal Desk and Sales to implement customer-centric strategies
  • Implement opportunities to streamline processes and improve operational efficiency while maintaining a focus on the customer experience
  • Participate in cross-functional projects to scale the customer experience and innovation

What You Will Need:

  • 5+ years of experience in data analysis, customer experience, or related roles in a fast-paced, SaaS-based, mission critical environment at a high-growth company
  • Bachelor's degree in business administration, data analytics, or a related field; relevant certifications a plus
  • Proficiency in data analysis tools such as Excel, SQL, or similar platforms
  • Strong analytical and problem-solving skills with the ability to interpret complex data sets
  • Excellent communication skills with the ability to present findings and recommendations to diverse audiences including executive stakeholders
  • Detail-oriented with a strong focus on accuracy and data integrity
  • Ability to work collaboratively in a team environment and manage multiple projects simultaneously
  • Obsession with the customer experience and a consummate champion for the customer
  • A proven track record of success delivering and driving execution of enterprise-wide strategic customer experience programs
  • Meaningful experience creating processes that enable the customer experience to scale and deliver tangible business benefits (e.g., customer growth, customer health, customer adoption, increased retention, NPS improvements, etc.)
  • Outstanding collaboration skills and the ability to internally navigate to make progress on key customer experience initiatives

Benefits and Perks:

  • Unlimited Paid Time Off and Paid Volunteer Days
  • 401k Employer Match
  • Generous Healthcare Benefits
  • Up to 12 weeks paid time off for maternity leave based on tenure
  • Wellness &Tuition Reimbursement
  • Flexible Work Arrangements
  • Lots of SambaSafety swag
  • SambaSafety Events

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.

SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

Come join us to find out for yourself what all the excitement is about

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