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Digital Customer Experience Specialist

2 months ago

Menomonee Falls, Wisconsin, United States Educated Solutions Corp Full time
Customer Feedback Analyst

Educated Solutions Corp is seeking a skilled Customer Feedback Analyst to join our team. As a key member of our Voice of the Customer (VOC) team, you will play a crucial role in enhancing the shopping experience for our clients' customers.

The ideal candidate will have a strong background in marketing, communications, or a related field, with experience in digital marketing and online retail shopping experiences. You will be responsible for reviewing consumer feedback, identifying common themes and friction points, and utilizing internal tools and vendor tools to gather and log information.

Key Responsibilities:

  • Review previous days' consumer feedback and group into like themes in Excel or Google Sheets.
  • Tag consumer problems/feedback for all channels to fit into reporting or escalate to appropriate team.
  • Review customer activity sessions, using text interpretation tools and internal systems to gather and log information.
  • Utilize internal tools and vendor tools (Contentsquare) to review customer orders and session replays to determine the driving factor behind the comment or build out a defect scenario.

Requirements:

  • Bachelor's Degree in Marketing, Communications, or related field.
  • Organization and time management, with the ability to manage multiple projects at once.
  • Some level of digital experience or familiarity with online retail shopping experiences.
  • Speed, accuracy, memory, and customer empathy.
  • Experience using MS-Excel and/or Google Sheets.

Work Environment:

This is a contract-approved position, working remotely, but located in the Greater Milwaukee area.