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Customer Experience Analyst
3 weeks ago
Job Description
Job Description Description:
GENERAL OVERVIEW
As a Customer Experience (CX) Analyst on our Customer Experience team at Metrc, you'll be an essential part of an enterprising, rapidly growing group committed to enhancing our customer experience from every angle. If you thrive on working with teams that foster innovative thinking and offer the chance to drive significant change, Metrc could be the perfect fit for you
This role will play a crucial part in elevating and expanding our voice of the customer programs. As we grow, this role will be instrumental in helping to scale our ability to capture, understand, and act on customer feedback. You will monitor survey performance, analyze customer insights and provide data-driven recommendations to enhance customer satisfaction, helping to drive continuous improvement across our expanding customer feedback landscape.
KEY RESPONSIBILITIES
Core duties and responsibilities include the following.
Embodies Metrc’s Leadership Principles
Daily monitoring of surveys to ensure programs are running smoothly. Identify and escalate any issues to ensure timely resolution.
Follow up on detractor feedback, escalating complex cases to the CX Manager and ensuring timely follow-up by Customer Success Managers for Government contacts.
Assist in designing sampling plans to ensure a representative sample of the customer population.
Ensure timely execution of customer surveys in collaboration with IT and vendor partners (Medallia, Qualtrics).
Collect and analyze customer feedback from surveys and other touchpoints to identify trends and areas for improvement.
Provide actionable insights and recommendations to enhance customer satisfaction and operational efficiency
Create detailed monthly and quarterly reports that summarize customer feedback trends and provide strategic recommendations. Ensure reports are clear, actionable, and align with business goals
Support the development and execution of customer experience research projects
Contribute to the development and improvement of customer feedback processes and tools
Work closely with IT, Customer Success, and other teams to ensure survey tools and processes are integrated and functioning optimally
Ownership of the day-to-day administration of the Metrc’s selected survey tools (Medallia, Agent Connect, Qualtrics) including (but not limited to) onboarding new states to the program, maintaining surveys are sent as expected depending on the program and
troubleshooting/maintaining
integrations with Metrc’s CRM software
May perform other additional duties and responsibilities as assigned
Requirements:
QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES
Ability to effectively identify and communicate trends and insights
Excellent organizational skills to manage multiple tasks at the same time
Ability to work independently and as part of a team
Possess a strong analytical, curious, and creative mindset
Excellent written and verbal communication skills
Understanding and ability to maintain API documentation and configurations
Experience with Customer Experience technology strongly preferred (e.g., Medallia, Qualtrics)
Proficiency in Microsoft Office applications, particularly Microsoft Excel (Pivot tables, vLookups, Macros) and PowerPoint
Experience with text analytics and data visualization tools is a plus
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Remote opportunity
Frequently required to sit
Frequently required to talk or hear
Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law.
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