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Customer Experience Analyst Sr.

5.00 to 7.00 Years   Bangalore   13 Oct, 2021
CSG International
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

20555 Customer Experience Analyst Sr. (Open)Position Type:Full timeLocation(s):IN.Bangalore.RemoteSummary:The Customer Experience Analyst Sr will take CX data and turn it into easy-to-digest reporting, dashboards, analytics, and customer experience/satisfaction insights for internal stakeholders. This role will work cross-functionally to identify key pain points in customers interactions and develop solutions to drive improvements. This role involves a deep understanding of operational and qualitative information and delivers insights to teams to deliver better results.Position Details:Key Areas of Responsibility:

  • Collaborate with stakeholders to develop best-in-class sampling, surveys, dashboards, and closed loop programs
  • Present customer feedback and analysis regularly to senior executives to drive targeted improvements across the journey
  • Analyze disparate customer feedback sources (i.e. NPS, social media, call/case volumes, product feedback) to present comprehensive views of CX
  • Engage with internal partners to understand business strategy, questions, and goals. Bring structure to business requests, translate requirements into an analytical project approach, and lead projects through completion
  • Establish CX metrics and targets
  • Acquire and compile structured and unstructured data and verify for quality and accuracy
  • Perform analyses of historical data to surface trends and insights using advanced analytical methods
  • Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement
  • Develop, own, and manage recurring analytic or reporting processes
  • Provide recommendations on proper survey design and research methodology across multiple channels (e.g., email-to-web).
  • Teach and share best practices.
Essential Job Functions(Primary responsibilities of the job and the percentage of time spent on each to total 100 %. Reflect the level autonomy, decision-making authority, breadth and level of work/accountability within the responsibility descriptions.)Responsibility % of TimeAnalyze and report on CX metrics, trends, and targets.50%Research, present, and deliver solutions to the business in collaboration with stakeholders and internal partners.40%Other related business requests as assigned10%Incumbent is accountable for professional working behavior to include building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG s core competencies and values.OngoingNOTE: The purpose of this job description is to describe the general nature and level of work performed and it is not intended to be all-inclusive. An employee may perform duties outside of their normal responsibilities as needed.Typical Interactions/Relationships (This job typically interacts with the following individuals and groups.)Work EnvironmentOffice work environment, including remote work.Education:
  • BS/BA degree in marketing, business, statistics, analytics or equivalent work experience
  • MBA preferred
Experience:
  • 5 to 7 years data analytics experience drawing customer experience (CX) insights, preferably supporting a SaaS company within the cable, DBS, and/or telecommunications market
  • Familiarity with survey scripting and data reporting platforms (e.g. Qualtrics, Medallia, Capterra, etc.) is desired
  • High level understanding of marketing concepts and CX
  • Strong understanding of research methodology and survey design
  • Experience querying data with SQL and programming with Python, R, or SAS
  • Experience leading, designing, and implementing marketing or digital experimentation (A/B or MVT) to improve marketing performance or improve the client experienceKnowledge, Skill, and Abilities:
  • Strong analytical (qualitative and quantitative) skills; with statistical analysis competence in techniques such as correlation, regression, KPI metric development and segmentation modeling
  • Strong verbal and written communication skills to present analysis and insights including trends and opportunities to stakeholders and the business
  • High standard of detail, excellence, professionalism
  • Ability to conduct gap analysis on the current CX program
  • Ability to operate in a multi-cultural environment with an understanding of business and decision processes in different geographical areas
  • Ability to use a personal computer. Proficiency with other Microsoft Office applications.
  • Ability to read, write, speak and understand the English language in a business environment.
Travel:
  • Must be able to travel internationally and/or domestically (dependent upon location of the role) at least 15% of the time
,

Keyskills :
closed loopsocial mediagap analysissurvey designdata analyticsdata reportingproblem solvingmicrosoft officeenglish languagebusiness strategyunstructured data

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