Customer Feedback Analyst

2 days ago

Baltimore, United States The ACI Group, Inc. Full time
About the job Customer Feedback Analyst

Customer Feedback Analyst, Remote
  • Contract to Hire
  • 100% Remote
  • Due to our government client requirements, we can only consider US Citizens or Green Card holders for this position. Must reside in the US 3 out of the last 5 years.
  • NO THIRD PARTY RECRUITERS PLEASE CANDIDATES MUST BE SELF-REPRESENTED.

Description

Seeking a Customer Feedback Analyst for a cloud solutions contract supporting Centers for Medicare and Medicaid Services (CMS).

The Customer Feedback Analyst will collect, analyze, and interpret customer feedback data to identify trends, pain points, and areas for improvement, ultimately using insights to enhance customer experience by collaborating with different teams within the organization. The analyst will partner with various functional areas to understand customer requirements, issues, and challenges. The Customer Feedback Analyst will be integral in reviewing all consumer-provided feedback, formal and informal, via email, surveys, interviews, calls, meetings, etc., and support reporting including but not limited to insights, trend analysis, KPI dashboards, and escalation reports to other team members to use for the feedback loop, planning, and PIs. during production, business unit meetings, and functional reviews. The analyst shares in articulating customers and team members challenges and coordinates and collaborates working sessions toward solutions to resolve them, which may include leading projects and supporting the work to establish initiatives designed and implemented to support overall value delivery and customer experience goals.

Responsibilities
  • Assist in identifying required changes to existing customer journeys and frame the program issues and customer challenges for the respective product areas utilizing customer feedback.
  • Documents, reviews, and supports edits of requirements and business processes related to a proposed solution.
  • Supports the translation and comparison of customers requirements and communicates needed changes to partners and teams, which are prioritized based on the assessment of greatest risk.
  • Analyze partner and customer feedback.
  • Participate and assist in the design of ad-hoc analysis due to feedback and raised concerns/complaints.
  • Build relationships with stakeholders to establish a keen understanding of product and program changes and business strategies.
  • Create actionable charts, data sheets, and presentations for stakeholders and leadership.
  • Update a library or repository of feedback and solutions that are transparent to the user community.
  • Identify areas where the program may benefit from standardization to meet multiple customer needs and satisfaction.
  • Stay informed about industry trends, best practices, and emerging technologies to improve the program's relevance and quality continuously.

Requirements
  • Bachelors degree in business, IT, or a related field and 8 years of experience or 10 years of experience with an associate degree.
  • Strong problem-solving, communication, and stakeholder management skills.
  • Managing multiple stakeholders with competing priorities.
  • Experience managing technical/support teams.
  • Experience utilizing service delivery in a government systems and services environment.
  • Ability to work independently and as part of a team.
  • Proficient in MS Word, MS Excel, and MS PowerPoint.
  • Strong understanding of collaborative tools like Atlassian, Mural, and Slack.
  • Strong customer interaction/service skills, interpersonal skills, and the ability to speak in a public forum.
  • Excellent organizational and attention to detail skills; ability to interact effectively with others.

Desired
  • Cloud (AWS and MAG) familiarity
  • Experience with federal contracts and projects
  • 2 years experience with CMS
  • Worked in SAFe Agile methodology

Please Note:
  • Only those individuals selected for an interview will be contacted.
  • No calls, inquiries, or Third-Party Vendors please.
  • We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).
  • $1000 Referral Bonus - www.aci.com.

Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.

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