Customer Experience Analyst

3 weeks ago

Sunnyvale, California, United States Insight Global Full time
Customer Experience Analyst Job Description

At Insight Global, we're seeking a skilled Customer Experience Analyst to join our team. As a key member of our customer experience practice, you'll play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

Key Responsibilities:
  • Manage end-to-end analytics, reporting, and partnerships across multiple customer touchpoints, including purchase and delivery journeys.
  • Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, social media) and channels (e.g., direct to consumer, supply chain) to identify trends, pain points, and areas of improvement.
  • Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
  • Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
  • Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
  • Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
  • Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
  • Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
  • Design and implement customer experience improvement initiatives that align with business objectives and priorities.
  • Bring insights and recommendations to the forefront of stakeholders and executives' mindshare via engaging presentations.
Requirements:
  • Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
  • Background in digital or marketing analytics
  • Background in ecommerce and direct to consumer business and analytics
  • Familiarity with consumer electronics or retail business
  • Knowledge of predictive analytics or ML/AL techniques is a plus
  • Survey design and CX program management experience is a plus
  • Experience with statistical analytics techniques and using R or Python or a similar scripting language/tool for analysis
  • 6+ years of experience in data analytics, including experience in customer feedback or survey analysis, statistical analysis, marketing analytics, data science, or related fields
  • 3+ years of experience in customer experience or customer insights analytics
  • Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders' needs and excellent data-led storytelling with the ability to convey complex insights to non-technical stakeholders
  • Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
  • Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
  • Strong analytical skills working with large datasets and statistical analysis methods; comfortable using SQL
  • Proficiency in data visualization tools (e.g., Tableau, Power BI)

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Insight Global's Workforce Privacy Policy.

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