Senior Customer Experience Analyst

1 month ago

Detroit, United States Rock Connections Full time

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself. Rocket Mortgage , backed by Rocket Companies , means more opportunities for you to carve your own career path forward. From our desire to revolutionize the way people get mortgages to addressing challenges big or small with outside-the-box solutions, we’re not your typical employer. We’ll provide you with everything you need to make sure you’re successful here. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals. Minimum Qualifications 5 years of experience or equivalent competency in customer experience research, digital analytics, data analysis or a similar field. Bachelor’s degree or equivalent competency in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field. Demonstrated expertise leading quantitative research activities, such as survey design and governance, sentiment analysis, clickstream analysis and statistical analysis. Demonstrated experience collaborating with teams to curate, plan, execute, synthesize and share insights for multiple initiatives. Demonstrated experience presenting and storytelling. Preferred Qualifications Master’s degree or advanced degree in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field. Demonstrated experience querying, joining and manipulating raw data for analysis. Demonstrated experience with web analytics and survey tools, such as Qualtrics, Adobe Analytics or Fullstory. Demonstrated experience with data visualization tools, such as PowerBI or Tableau. Knowledge of the fintech industry. Job Summary As the Senior Customer Experience (CX) Analyst, you'll leverage product, business operations and customer sentiment data to plan and execute creative studies that inform strategic decisions across multiple business areas. You'll provide actionable insights and recommendations through newsletter updates, informative dashboards and presentations to a diverse group of stakeholders, including senior leadership. As champions of the discipline, you'll foster a culture of research and continuous learning across the organization and mentor peers. Responsibilities Manage and optimize the Voice of the Customer program, bringing awareness to our strengths and opportunities throughout the omnichannel customer journey. Define, monitor and analyze digital experience metrics, with an emphasis on customer sentiment, engagement, adoption, retention and task success. Analyze structured and unstructured data from multiple sources, such as Voice of the Customer surveys, call transcriptions, chat logs and product analytics. Design accessible reports and dashboards to provide customer insights and inform decision-making. Actively identify, estimate and prioritize research opportunities across multiple business areas. Gather and synthesize research findings into actionable insights, packaged and delivered in accordance with audience needs and priorities. Apply a deep understanding of project assumptions and/or potential bias when planning and conducting research studies, and limit those biases whenever possible. Build relationships across business areas and disciplines as an evangelist of the research team. Mentor and share best practices with junior CX Analysts through dedicated feedback, collaboration and delegation. Benefits and Perks Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Who We Are Rocket Companies is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. We’re passionate about the work we do, and it shows. Disclaimer This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group. We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. #J-18808-Ljbffr

  • Senior Customer Experience Analyst

    1 month ago

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    The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard...

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