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Senior Analyst, Customer Experience
2 months ago
The Senior Analyst, Customer Experience (CX), acts as a customer and operational data champion for Asurion. The ideal candidate will demonstrate thoughtfulness, analytical aptitude, strategy, and passion about crafting and delivering data-driven insights that drive Asurion to deliver exceptional customer experiences.
This person will be responsible for understanding customer data and producing insights that fuel the build, delivery, and support of key CX initiatives and helping to craft a world-class experience for customers of Asurion and our clients. This person will be hands-on in customer and operational data that will highlight improvement opportunities to reduce customer friction and increase Asurion’s business outcomes. This role will interface frequently with internal partners including other CX team members and across Marketing to help understand opportunities and develop key insights strategies. The Insights Analyst will own multiple projects to enhance customer experience, and deliver insights based on CX initiatives.
The best candidate for the role will have a passion for data and analytics, ability to think creatively and innovate towards obtaining the best data and customer insights for the job, demonstrate the value and benefit of CX, and work efficiently and effectively in a fast-paced environment across a variety of simultaneous initiatives. This person will be required to communicate complex ideas using customer insights and data to successfully guide stakeholders to act upon those ideas. They need strong data analysis and insights skills, robust communication, ability to support and lead projects, and a passion for creating ideal experiences for customers.
Essential Duties and Responsibilities:
Connect and generate analysis from customer and operational data sources including but not limited to survey outcome, third party review, journey touchpoint metrics, operational KPIs, etc.
Create BI solutions to provide self-service access for CX and stakeholders to monitor key business outcomes.
Tell a compelling story by packaging data for CX and other stakeholders; succinctly articulate concepts and ideas using appropriate visualizations.
Query and connect operational and experience data sources from across the organization to create a holistic view of the customers.
Demonstrate curiosity and innovation for answering business questions by leveraging all tools in the toolbox.
Investigate and determine root causes of customer experience pain points using customer and operational data and problem solve with CX and/or Marketing teams to identify solutions.
Act as a CX and operational data SME to enable access to data elements that illustrate opportunities to solve business problems.
Build partnerships within the CX Team, Marketing, and Analytics to understand priorities and produce relevant outputs.
Thrive while working on grey space projects within fast moving organizations.
Manage multiple projects while quickly identifying the most critical, highest value effort and prioritize accordingly.
What You’ll Bring to The Team:
Critical thinker that demonstrates intellectual and analytical rigor with strong problem-solving skills
Customer-centric thinking; keeps customers as the top priority when making all business decisions, listening to customer feedback, and advocating for solutions that help customers achieve their objectives.
Comfortable manipulating and joining large sets of data with various levels of aggregation.
Team oriented, collaborative, and a passionate customer advocate who articulates their opinion while maintaining flexibility to incorporate others point of views.
Proficiency in relating customer experience improvements to improved business/economic outcomes.
Excellent written, verbal, and visual communication skills.
Natural curiosity with a passion for being solution oriented.
Bachelor’s Degree required.
Experience in data analysis, Business Intelligence, data modelling, data architecture or related to customer experience, marketing, or adjacent field.
Knowledge of Microsoft Office Applications (Excel, PowerPoint, PowerBI, Word) at the advanced level preferred
Required experience/knowledge with BI tools including SQL, PowerBI, or similar used to construct visualizations and perform data analysis.
Certification(s) in Business Intelligence, data modelling, or data visualization is a plus.
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