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Customer Experience Analyst

3 months ago

Milwaukee, United States Clarios Full time

What you will do

This position exists within the Customer Success Management function of the Connected Services Business Unit. This role will be responsible for implementing and managing a robust Voice of Customer (VoC) program, including working with the regional teams to ensure consistency in customer surveys, interviews, and social listening, as well as managing the consolidation of results across targeted customers, their personas and their journeys.

As a CX Analyst, you will work with the regional sales teams to monitor, capture and analyze customer conversations and interactions, as well monitor social media platforms for competitive intelligence to glean sentiment and other valuable insights related to connected services. You will also implement processes and technology to aggregate and consolidate VoC data to provide a more holistic view for use in product development, monetization, and marketing activities. Additionally, you will leverage operational systems and data to understand how targeted personas are behaving throughout their journey and the issues they are experiencing.

How you will do it
- Implement and manage a robust Voice of Customer (VoC) program
- Support regional teams in capturing customer feedback through surveys, interviews, and social listening, and consolidating that information for
- Manage customer research methods to capture qualitative and quantitative insights
- In collaboration with the regional teams, create Voice of Customer (VOC) interviews, guides, survey questions and feedback forums to effectively capture customer insights including pain points
- Monitor and analyze customer conversations and interactions on social media platforms
- Implement processes and technology to aggregate, consolidate and integrate VoC data for use by key stakeholders
- Leverage operational systems and data to understand customer journeys and issues
- Share consolidated insights and recommendations with key stakeholders, and support the regional teams.
- Gather user feedback and data to make data-driven decisions for product improvements.
- Conduct market research and competitive analysis to identify trends, customer preferences, and potential opportunities for differentiation.
- Stay informed about emerging technologies and industry advancements relevant to connected services.
- Collaborate with customer support teams to address customer issues, feedback, and inquiries related to connected services and products.
- Develop strategies to enhance customer engagement and satisfaction.
- Potentially up to 30% travel

What we look for
- Bachelor's degree in business, product management, engineering, or a related field (Master's degree is a plus).
- 3-5 years of work experience in the Customer Experience field, including CX research, program design, measurements and journey mapping
- Knowledge of customer research methods
- Experience in conducting surveys, interviews, and focus groups
- Familiarity with social media platforms and social listening tools
- Experience with data visualization and reporting tools
- Excellent communication and presentation skills
- Customer-centric mindset

What you get:

- Medical, dental and vision care coverage and a 401(k) savings plan with company matching - all starting on date of hire
- Tuition reimbursement, perks, and discounts
- Parental and caregiver leave programs
- All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide market share leadership
- HQ location earns LEED certification for sustainability plus a full-service cafeteria and workout facility

Who we are:
Clarios is the creator behind the world’s most recognizable car battery brands. We are the car battery found in most new vehicles including leading brands such as Ford, General Motors, Toyota, Honda, and Nissan. Our 16,000 employees develop, manufacture, and distribute batteries for virtually every type of vehicle. We recover, recycle, and reuse up to 99% of our battery materials, leading sustainability practices in our industry. Clarios, formerly Johnson Controls Battery Group, is currently a Brookfield portfolio company. Learn more about us at

- We are an Equal Opportunity Employer and value diversity in our teams in terms of work experience, area of expertise, gender, ethnicity, and all other characteristics protected by laws in the countries where we operate. For more information on our commitment to sustainability, diversity, and equal opportunity, please

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