Job Description

Job Type: Contract

Contract length : 07 Months

Summary:

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

Additional support for increased workload.

• 4-5 year Experience
• Analytical resource – develop evidence based business solutions.
• Market research/intelligence or consultant background.
• How to interpret surveys (member opinion surveys) – writing reports/summarizing findings, organizing the data for consumption for process improvement.
• Data visualizing tools (Tableau/Bowerbi, Qualtrics).
• Prepare and deliver MS PowerPoint presentations.
• Executive presence and briefing – ability to deliver data in a consumable manner.
• MS Excel
• Health insurance knowledge is a plus.

How to Apply

Job Types: Temporary.

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