Customer Experience Analyst

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Job description

Job Title: Customer Experience Analyst
Location: Sunnyvale, CA
Duration: 1 Year

Summary:
The Customer Experience team is focused on improving customer experience across the end-to-end journey by continuously listening to customers, synthesizing the data, and proactively distributing the findings to empower customer centric actions and decisions across the organization. As a Customer Experience Analyst, you will be responsible for translating assisted and digital support operational and VoC data into actionable insights that will drive operational and customer experience improvements. You will be working with cross-functional partners across the organizations to gather requirements and create reports and dashboards that meet their needs. You will be synthesizing end-to-end support channels data with other transactional, operational, and demographic sources of data across customer journeys to proactively identify customer pain points and areas of opportunity to improve customer experience.
The ideal candidate will have a strong knowledge of customer experience best practices, customer support channels and digital analytics and is able to utilize various analytics and statistical tools to identify gaps and tell a holistic story with the data that translates into clear CX improvement actions.

Responsibilities
Identify opportunities areas and customer experience gaps across all service touch points using various systems and data sources (web analytics, customer tickets, customer feedback, etc.)
Translate the CX and Customer Support (digital and assisted) data metric findings across different touch points into actionable insights that influence decision making and business optimizations
Utilize various systems and tools (Tableau, Excel, Medallia) to gather and analyze various sources of data to deliver timely and actionable insights
Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies
Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization
Advocate for customers by continuously developing periodic and ad hoc reports and proactively distributing the insights among appropriate stakeholders and track the improvements' progress
Create and maintain robust pipelines of data that yield visualized dashboards
Create and manage self-serve dashboards for partners to quickly review real-time data
Work with customer support program managers and leaders to report on overall program performance and provide recommendations for CX improvements

Required Qualifications
5+ years of work experience in a quantitative analyst role, including experience in customer support or customer experience functions, statistical analysis, or similar quantitative fields
Experience with analytical and statistical modeling or forecasting
Experience working with customer support operational data and metrics as well as web analytics data pertaining to digital support
Experience with customer- or agent-based datasets, such as customer support, social support, digital support and end-to-end support journey
Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
Experience with building reports and dashboards using Tableau
Proficiency in querying, joining, and manipulating raw datasets for analysis using SQL
Experience with creating concise, impactful reports that convey insights and recommendations to stakeholders
Comfortable working autonomously and proactively, identifying new opportunities and reaching out to partners with new insights

Desired Qualifications
Bachelor's degree in an analytical field (e.g. Marketing/Marketing Science, Computer Science, Mathematics, Statistics, Finance, or Economics)
Experience working or in support of a Customer Support, CX, or VoC, or Customer Insights team
Experience with analytical and statistical modeling or forecasting
Experience working with Zendesk customer support platform or Medallia is a plus
Experience in a technology field, such as gaming, consumer electronics, or online services is a plus
Experience using R or Python or SPSS or a similar scripting language/tool for statistical analysis

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