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2 Nov 2022
Temporary CX HCD Designer
Job Description
Job Type: Contract
Contract length: 03 Months
Job Description:
- The CX Analyst is responsible for generating and analyzing reports for key stakeholders.
- This role will rely on business acumen to understand a wide range of company business areas in order to go beyond reporting ‘the numbers’ and deliver in-depth analyses that also report ‘the insights.
- The Senior CX Analyst will query databases to retrieve quantitative and qualitative customer feedback to provide key short and long-term trend reporting to the business.
Essential functions:
Qualtrics surveys (20%)
- Adjust current surveys, edit survey questions, and create new surveys.
- Analyze survey results, response rate*** trends, change per segment and plan.
- Ensure the quality of the data flowing from one source to another through the survey process until the data is back in house.
Clarabridge platform (Analyzer and Studio) (40%)
- Review customer journey touchpoint model in Clarabridge for accuracy and precision.
- Build new models, edit and/or make change to the model based on new emerging words/phrases.
- Audit the various Clarabridge model for accuracy and precision on a quarterly basis.
- Identify new phrases based on research and discussions with subject matter experts that will improve the accuracy and precision of the various current categories or create new ones.
- Edit dashboard and create new views that relay a story based on the trends, seasonality, and events impacting the results.
Ongoing Analysis (40%)
- Conduct various analyses to identify root cause of the following key metrics on each Journey:
- NPS, FCR, 3E’s
- AHT, Volume, web/chat interactions, etc.
- Conduct various studies to generate insights by segment, plan, vendor, call center, department, sub-journey, location, etc.
- Support team in the business cases development process for various CX projects, calculate and track ROIs.
- Create, support and edit project plans, and timelines as it relates to various CX projects and measurement / tracking of various metrics.
- Manage special projects as needed.
Job requirements:
- Demonstrated strong computer skills with the primary Microsoft Office applications (e.g. Excel, PowerPoint) and general database management.
- Strong analytical skills with the ability to extract meaningful insights from large and complex data sets.
- Ability to quickly organize/prioritize workload requirements.
- Strong written, oral and interpersonal communication skills.
- Strong relationship and project management skills and the ability to manage multiple projects and priorities.
- Ability to identify, evaluate and resolve problems.
- Five (5) years of progressively responsible analytical experience including quantitative consumer and/or customer satisfaction data and utilizing data extracts, queries and analysis to drive business decisions.
- Access, SQL, SAS, SPSS, and/or Tableau knowledge/experience is a plus
- Communicate effectively in both written and verbal form
- Comfortable with owning and bringing clarity to a work assignment where the execution path and deliverables are not initially clear
- Productively interact with all levels of management and various individuals across the organization
- Embrace and/or initiate change; adapt to new tools and processes
- Possess the drive oneself to contribute, improve and excel
Experience:
- 5-8 Years of Professional experience with data analysis or data mining with a focus on customer experience.
Education:
- Related Bachelor’s degree or additional related equivalent work experience
How to Apply
For immediate consideration, please send your resume directly to Lory Weir at lory@hornetstaffing.com. You can view all of our open positions at www.hornetstaffing.com193 total views, 0 today