Responsibilities In this position, you will be the primary owner of our customer satisfaction and loyalty insights data, will act as the analysis lead, and partner to other teams in the business and at our partners to drive actionable insights across the company. You will own the management of our primary feedback platform and tools lead research projects, oftentimes in partnership with other teams, and become the listening system expert. You will also be involved with other program-based projects the enable insights to be shared across the company. Competencies • Data Analytics and research - You will be adept in the science of data analytics. You will love hunting for insights in customer satisfaction feedback at the transactional and relational levels. You have a solid grasp of research fundamentals and understand the fundamentals of using Net Promoter as a key performance metric. You know your way around databases and love to learn more. Finally, you know how to build surveys that bring meaningful insights into the business. • Communication – You are able to take complex insights and share them in meaningful ways for various audience levels. You create impactful communications using various mediums including Keynote and/or Powerpoint/Google Docs. You are able to create powerful visuals from data. You know how to how to draft succinct, informative data briefs. • Project management – You understand what it takes to bring internal stakeholders and vendors together to do great research together. You are able to understand insight requirements from the business and translate them back to the vendor. • Statistics – you are comfortable in the world of numbers and have a passion for teasing out stories that the numbers tell.
Key qualities/skills • Experience with Medallia or other survey and analysis platform • Keen learner and passionate about business and personal growth • Strong interpersonal skills. • Experienced in Net Promoter discipline and ideally a Net Promoter Certified associate • Strong presentation skills • Confident and comfortable when working with other functions at various levels • Proven track record in understanding and presenting data and success metrics • Passion and enthusiasm for the customer with the ability to listen, learn and adjust • Exposure to a diverse range of business functions and comfortable presenting findings them including senior management, sales, marketing, product development and strategy a plus • Highly organized, with the ability to track numerous programs, projects, and tasks • SQL skills preferred • Expert user of Excel desired • Competent user of Tableau desired • Keynote and Google Docs experience preferred
Education and Experience: • BA or MBA or equivalent experience preferred. • Business and data analysis, and project management experience, plus 6-10 years business analytics, experience in customer advocacy, customer experience. • Experience in support operations, hospitality, technology and/or start up environments ideal.
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