New Jersey Natural Gas is seeking a Lead Customer Experience Analyst to provide multidimensional analytics and business unit reports consisting of pertinent and actionable information. Contribute insights on voice-of-the-customer and operational data from both external and internal sources. Research and identify best practices, trends and measures to evaluate and continually improve the customer experience across all traditional and digital channels.
Major Responsibilities: • Develop reporting, analyses and visualization on voice-of-the-customer data in order to provide beneficial insights and present actionable recommendations to drive business-making decisions • Monitor actual versus planned performance and identify opportunities to enhance the customer experience • Prepare and analyze reports based on required frequency • Work with team members to develop ways of performing work more efficiently for continuous improvement • Assist with logical and physical data modeling to support customer experience initiatives • Support internal business intelligence platform; provide ad-hoc access to large or varied datasets, including the development of new scripts, queries or reports • Oversee the online customer panel. Ensure engagement of panelists, develop surveys, refresh panel landing page content, quantify the impacts of the customer feedback on business operations and/or strategy, formulate recommendations and present findings to respective business units • Understand the root cause of complaints at all levels to initiate actions to prevent recurrence. • Participate in internal teams focused on improving the customer experience by recommending and/or providing voice-of-the-customer data, analytics and cross-industry best practices • Analyze results from various customer perception and satisfaction surveys and provide recommendations based on the findings • Manage employee compliment program • Perform special project work as required
Position Specifications: • Bachelor's degree in business required • Two years of experience with analyzing business or voice-of-the-customer data required • Proficient in Microsoft Office, with strong knowledge of Excel • Experience with statistical software programs including IBM’s SPSS • Knowledge of current best practice information, the digital environment and customer trends. • Excellent written and oral communication skills • Proficient user of mobile, web technology and social media • Ability to utilize creativity in generating ideas and implementing solutions • Demonstrated skills in fact-based analysis and problem solving
* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.
We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.
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