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Customer Experience Analyst

2 months ago

Spartanburg, United States Havepurpose Full time

**Customer Experience Analyst**

**Location:** Spartanburg, SC, US, 29306 **Company:** Purpose Financial * Competitive Wages

* Life/Health Benefits

* 401(k) Savings Plan

* Educational Assistance

* Paid Vacation/Holidays

* Employee Discounts

* Work-life Balance

* Business Casual Environment

* Paid Volunteer time off

* Rewards and Recognition Program

* EAP

Customer Experience Analyst gathers and interprets data on customer satisfaction for the business. As a CX analyst, job duties are to collect client/customer feedback, analyzing data, and creating reports for the company and management teams.

Continually improve and enhance our customer experience touchpoints & processes. As a CX Systems Analyst, you will be responsible for assisting in overall designs and development with customized solutions within our platforms. This will involve meeting with project managers, analyzing project objectives, developing new processes, working with stakeholders to develop user training plans, and troubleshooting application/digital account errors. Always working on continually improve and enhancing our overall customer experience.

**Support:** Support operations with ongoing customer experience/friction reporting, analysis and other duties as required. This is including reporting needs through telephony platform, data warehouse, and any other applications utilized. Continuously work with other analysts and IT, to create, enhance, analyze systems reporting etc. ****Job Responsibilities Cont.****

**Drive:** Increases customer/applicant performance management and quality improvement capacity of the organization to ensure that processes/systems are producing desired goals through efficiency and effectiveness. Provide program and performance measures as required, meet deadlines, which include statistical/operational analysis and reporting.

**Journey Mapping:** Responsible to build and maintain consumer (user) journey mapping that will diagram visually illustration the user flow through our sites, starting with initial contact or discovery, and continuing through the process of engagement into long-term loyalty and advocacy.

**Analytics/Metrics/Reporting:** Utilizes business area systems and data to deliver impactful metrics and other analytics and/or automated solutions. Analyze data and prepares reports that illustrate progress of plans against business results. Responds to requests for ad hoc analysis by leveraging data and information to independently create requested metrics and reports. Manages to the established reporting deadlines.

**Project/Initiative Support:** Assist in supporting project planning, including tracking of and reporting of project deliverables, and documentation to support key initiatives. Provides technical expertise and analytical guidance. May participate on cross-functional teams or projects for business area or companywide initiatives.

****Education Required****

Bachelors Degree or relevant experience.

****Experience Required****

Minimum of 5 years relevant experience or the equivalent combination of education and experience. Minimum of 2 years of previous experience in a call center environment. Candidate must be able to work in a production environment and present a professional appearance.

2-4 years of application support, SQL, root cause analysis. Have familiarity with basic networking, Windows, SQL server databases, T-SQL, web applications and mobile applications. Understanding of FUSE and experience supporting FUSE, Online, Nucleus, Kabana. Log Rocket, Elastic, Alvaria (aka Noble) and other applications used in the Purpose Financial environment.

Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Experience in the lending and loan servicing industry a plus.

****Knowledge Required****

Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.

Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment

Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Very good DB skills, SQL and T-SQL. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.

Ability to understand the management of enterprise system software code, task and bug tracking, change tracking, building and packaging in preparation for deployment. Ability to quickly gain a detailed understanding of the loan processing and management systems. Ability to develop and maintain positive business relationships. Ability to be organized and good at multi-tasking.

Demonstrated business communications skills including, but not limited to, preparing and analyze reports, speaking before groups of people, negotiations. Experience working with and reporting from an ACD, data warehouse, and POS systems. Some Shift flexibility is desired.

****Physical Requirements****

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

****Competencies****

Customer Advocacy Inclusiveness Integrity/Compliance Interpersonal Skills Resilience Results/Accountability Strategic Drive

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