Customer Experience Analyst II
1 week ago
At JAB Wireless, we're seeking a skilled Customer Experience Analyst II to join our team. As a key member of our customer experience team, you will play a critical role in understanding and enhancing the entire customer journey and customer insights.
Key Responsibilities:
~ Conduct in-depth analyses of customer data from multiple sources, including surveys, feedback forms, and service interactions.
~ Utilize statistical methods to interpret satisfaction metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
~ Employ advanced data analytics tools to identify trends, patterns, and root causes of customer pain points.
Requirements:
~ 3+ years of experience in customer experience, data analysis, or a related area.
~ Proficient in data analytics tools and software.
~ Strong analytical, problem-solving, and communication skills.
~ Ability to work collaboratively across departments and influence decision-making.
~ Experience in evaluating cohort variables within data analysis.
~ Excellent communication skills, capable of translating complex data into clear, compelling narratives for diverse audiences and stakeholders, both verbally and in writing.
Working Conditions:
Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus. Working conditions may include being in an open (shared) cubicle/workspace area.
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