Reporting to the Sr. Director of Customer Experience & Insights (CXI), this position will analyze and manage voice of the customer data to deliver best-in-class insights that drive measurable experience improvements across all touch points throughout the student lifecycle. The responsibility of this position is to help uncover and analyze customer/client wants, needs, and pain points to help improve the customer experience. This individual will also develop and operationalize expanded listening capabilities, delivering new and meaningful insights from disparate sources across the enterprise. This is a critical position that serves as the basis for our enterprise customer experience, honing customer insights into strategy and action for our business operations. We work across SEI to tell the story of our customers through customer feedback, surveys, text analytics, and activity data. The candidate will also create and monitor dashboards/metrics/reports to identify trends, track the impact of improvement efforts, and monitor effort, emotion, and satisfaction tied to key moments that matter towards the business results. The candidate will look to continually expand our listening capabilities and sources, and will be responsible for capturing the right KPIs, analyzing data sets, text analytics/sentiment, primary research, and other consumer insights to develop actionable experience recommendations throughout the company.
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Location can be based in Minneapolis, MN or Herndon, VA (Corporate)
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