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Senior Customer Experience Analyst

2 months ago

Webster, New Hampshire, United States Conga Full time

Job Summary

We are seeking a highly skilled Senior Customer Experience Analyst to join our team at Conga. As a key member of our organization, you will be responsible for leading the statistical component of our Voice of the Customer program, with a focus on Net Promoter Score (NPS). You will work closely with stakeholders across the organization to deliver actionable insights through surveys and advanced analytical techniques.

Key Responsibilities

  • Independently analyze and summarize quantitative and qualitative customer data using advanced statistical and research methods, including regression, factor analysis, natural language processing, conjoint analysis, and structural equation modeling.
  • Serve as the primary point of contact for key stakeholders and team members to complete ad-hoc projects, interpret data, design goals, and provide recommendations on targeted action plans to improve performance through the customer's perspective.
  • Utilize full functionality of analytical tools, including SPSS, R, Python, Business Intelligence tools, and Microsoft SQL, to produce and evaluate ad-hoc and recurring projects and reports.
  • Continually develop analytical capability and statistical knowledge through coordinated trainings with the team.
  • Develop a thorough understanding of business needs, initiatives, and customer-oriented goals.

Requirements

  • Bachelor's degree in a quantitative field, such as Industrial-Organizational Psychology, Mathematics, Statistics, Economics, or Business, or six (6) years of equivalent relevant skills/experience or a Master's degree (preferred).
  • Four (4) years of analytical experience.
  • Proficient with Microsoft Office Suite and Outlook.
  • Proficient with survey design, implementation, and evaluation.
  • Proficient with common business analytics tools, including SPSS, R, Python, PowerBI, and Tableau.
  • Demonstrated competency with advanced statistical methods, including regression, factor analysis, and structural equation models.
  • Excellent verbal and written communication skills.
  • Ability to communicate complex ideas and theories to large audiences with diverse skill sets.
  • Excellent data visualization skills.
  • Previous leadership experience and/or demonstrated ability to coach and mentor others.

Conga is an Equal Opportunity Employer

Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.