Please login/register to apply for this job.
22 Jun 2022

Temporary CX Senior Analyst

Hornet Staffing – Posted by Hornet Staffing Anywhere

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

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.com 

Job Types: Temporary.

Job expires in 86 days.

24 total views, 1 today

Apply for this Job