Senior Customer Experience and Insights Analyst
CUSTOMER EXPERIENCE SENIOR DATA ANALYST
Responsible for providing insights to the organization to drive strategic actions, be it changes in pricing, policy, process, or sales strategy. Suggest improvements based on data analysis. The analyst will use a variety of analytical techniques and data sources including but not limited to the voice of the customer data, quoting and ordering history, customer support call transcripts, and quality data. Additionally, this role will be responsible for the configuration/modeling of our data sets, which could include data scrubbing and sample management.
An employee in this position may be called upon to do any or all of the following essential functions.
Provide actionable findings to uncover the root cause of quality problems and poor customer experience.
Responsible for all customer segment group research including extracting customer data and analyzing profiles to determine market segment requirements. Provides information to sales and marketing teams to assist in the promotion of the organization's goods and/or services.
Effectively and accurately communicate on analysis results and/ or trending to stakeholders including deliverables, conclusions and recommendations for change or improvement by partnering with Vice President of Customer Experience
Develops/manages complex data models (conceptual, logical, & physical) analyzing quoting and order history, call center systems data, CX surveys, QA scores, and production data.
Explore data, and develop the right questions about why is data telling the story it is telling.
Ownership and business management of interaction analytics and speech analytics applications and resources, including making systemic decisions for their configuration and ensuring tools/reporting are functioning optimally.
Independently select and interpret data, policies and standards to achieve objectives.
Select appropriate methods and tools to guide completion of assignments.
Interact with leadership teams within the call center, fabrication plants, IT, outside vendors, HQ business partners and corporate offices.
Basic knowledge and familiarity with key business concepts associated with accounting, manufacturing and fabrication.Solid knowledge of excel, salesforce reporting, R, MySQL, and AWS or another statistical and decision tree tools. Solid knowledge of data visualization tools with a preference to Tableau.
Expert knowledge in data interpretation through the lens of the business.
Solid knowledge and understanding of financial metrics such as Margin/Markup/Discount/ Net Present Value, Free Cash Flow, and others
Solid knowledge of key VoC metrics such as Net Promoter and driver analysis using at least a Pearson correlation formulas.
Acceptable Training and Experience includes Bachelor’s Degree preferred and/or equivalent analytical experience. Experience working with “R”, Tableau, MySQL, and AWS databases.
5 plus years of data collection and analysis in a fabrication environment.