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Senior Customer Experience Analyst

2 months ago

Costa Mesa, California, United States AAA - American Automobile Association Full time
{"title": "Senior Customer Experience Analyst", "content": "Job Summary

We are seeking a highly skilled Senior Customer Experience Analyst to join our Market Research/Consumer Insights team. As a key member of our team, you will be responsible for analyzing survey and operational data to provide insights to leadership, ensuring the smooth operation of our CX studies, and communicating findings and recommendations through reporting and verbal presentations.

Key Responsibilities
  • Monitor the setup and results of our CX studies to ensure data integrity, designing and building monitoring methods or reports to identify issues and implement solutions.
  • Analyze CX survey and operational data to identify trends and actionable recommendations for the organization, including verbatim text analyses.
  • Communicate findings through reporting and verbal presentations with several levels of staff.
  • Design and maintain reports for the CX studies to communicate trends to the organization, typically using PowerPoint, Tableau, or Excel.
  • Document existing and newly created processes related to the CX studies for reference by the larger Market Research/Consumer Insights team.
Requirements
  • Bachelor's degree in a related field (business/economics, math, statistics preferred) or comparable experience.
  • 2-5 years customer experience/CX research experience (market research vendor or client side).
  • Problem solver with analytical and data interpretation skills, clear communication skills, and ability to work on multiple projects simultaneously.
  • Intermediate Microsoft Excel skills required, with experience with SQL, SPSS, Tableau, PowerQuery, PowerPivot a plus.
  • Experience analyzing and working with large datasets.
What We Offer
  • Competitive salary range: $82,000 - $109,000.
  • Eligibility to participate in our incentive program based on organization, team, and personal performance.
  • Remarkable benefits, including health coverage, 401(K) saving plan with company match, pension, tuition assistance, PTO for community volunteer programs, wellness program, and employee discounts.
", "lang_code": "en-US"}