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Customer Experience Analyst

3 months ago

Lakeland, United States Metrc, LLC Full time
Job DescriptionJob DescriptionDescription:


GENERAL OVERVIEW

As a Customer Experience (CX) Analyst on our Customer Experience team at Metrc, you'll be an essential part of an enterprising, rapidly growing group committed to enhancing our customer experience from every angle. If you thrive on working with teams that foster innovative thinking and offer the chance to drive significant change, Metrc could be the perfect fit for you


This role will play a crucial part in elevating and expanding our voice of the customer programs. As we grow, this role will be instrumental in helping to scale our ability to capture, understand, and act on customer feedback. You will monitor survey performance, analyze customer insights and provide data-driven recommendations to enhance customer satisfaction, helping to drive continuous improvement across our expanding customer feedback landscape.


KEY RESPONSIBILITIES

Core duties and responsibilities include the following.

  • Embodies Metrc’s Leadership Principles
  • Daily monitoring of surveys to ensure programs are running smoothly. Identify and escalate any issues to ensure timely resolution.
  • Follow up on detractor feedback, escalating complex cases to the CX Manager and ensuring timely follow-up by Customer Success Managers for Government contacts.
  • Assist in designing sampling plans to ensure a representative sample of the customer population.
  • Ensure timely execution of customer surveys in collaboration with IT and vendor partners (Medallia, Qualtrics).
  • Collect and analyze customer feedback from surveys and other touchpoints to identify trends and areas for improvement.
  • Provide actionable insights and recommendations to enhance customer satisfaction and operational efficiency
  • Create detailed monthly and quarterly reports that summarize customer feedback trends and provide strategic recommendations. Ensure reports are clear, actionable, and align with business goals
  • Support the development and execution of customer experience research projects
  • Contribute to the development and improvement of customer feedback processes and tools
  • Work closely with IT, Customer Success, and other teams to ensure survey tools and processes are integrated and functioning optimally
  • Ownership of the day-to-day administration of the Metrc’s selected survey tools (Medallia, Agent Connect, Qualtrics) including (but not limited to) onboarding new states to the program, maintaining surveys are sent as expected depending on the program and troubleshooting/maintaining integrations with Metrc’s CRM software
  • May perform other additional duties and responsibilities as assigned
Requirements:

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

  • Ability to effectively identify and communicate trends and insights
  • Excellent organizational skills to manage multiple tasks at the same time
  • Ability to work independently and as part of a team
  • Possess a strong analytical, curious, and creative mindset
  • Excellent written and verbal communication skills
  • Understanding and ability to maintain API documentation and configurations
  • Experience with Customer Experience technology strongly preferred (e.g., Medallia, Qualtrics)
  • Proficiency in Microsoft Office applications, particularly Microsoft Excel (Pivot tables, vLookups, Macros) and PowerPoint
  • Experience with text analytics and data visualization tools is a plus

PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • Remote opportunity
  • Frequently required to sit
  • Frequently required to talk or hear
  • Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law.