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Description The Analyst Member Experience role is responsible for providing critical insights necessary to deliver best in class programming, performers and places consistently. This position supports the primary member and team member engagement surveys and reporting platform. The individual in this role will produce Member Experience and Team Member Engagement monthly reports and ad hoc analyses. The Analyst Member Experience will perform administrative tasks necessary to conduct member and team member surveys including modifying text analytics rules. They will assist end users in navigating the Medallia survey reporting platform and analyzing club results. This individual will manage the vendor in troubleshooting issues, improving the platform and survey programs. They will monitor clubs’ usage of the Medallia platform and the quality of closing the loop with members. Qualifications • Proven analytical skills conducting analysis of Customer Experience, Customer Satisfaction Tracking or Net Promoter System results and communicating key findings required • Experience working with external Customer Experience Management or Market Research vendors required • Experience using and supporting the Medallia Customer Experience Management platform preferred • Experience using survey design software and text analytics solutions preferred • Significant experience with the Net Promoter System preferred • Ability to support internal stakeholders in analyzing member and team member survey results • Excellent written, verbal communication and presentation skills with all levels of an organization • Ability to manipulate and combine data from multiple sources • Advanced software skills including but not limited to Excel and PowerPoint, some experience writing SQL queries or Alteryx preferred • Strong project management skills with ability to manage multiple projects, re-prioritize as necessary in order to meet deadlines and exceed customer expectations • Ability to work extended hours as needed Education: • 4 year college degree required, prefer degree in business or social sciences, or MBA • Minimum of 3 years of experience at analyst level or above in Market Research, Customer Experience Management, Customer Satisfaction Tracking, Customer Insights or similar field
Division
Member Experience
Internal Reference Code/Reference No.
Location Name
United States
Association Management Software
by
MemberSuite
Core Version:
4.175.1.2310
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