Senior Customer Experience and Insights Analyst
The role: In this role you are responsible for providing insights to the organization to drive strategic actions, be it changes in pricing, policy, process, or sales strategy. You will 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.
About you: You love looking at and thinking about data and transforming it into a story that can be used to make actionable changes and improvements.
Acceptable experience and training:
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
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.
Hunter Douglas is the world’s leading manufacturer of window coverings. Our strength is our ability to develop innovative, high-quality, proprietary products that can be found in millions of homes and commercial buildings around the globe. Across the board and throughout the world, we have set new standards in research, design and technology. By constantly innovating and pairing our designs with the most elegant performance fabrics, we create long-lasting unique window treatments whose beauty, functionality, durability, and innovation are simply like no other.
About the Window Fashions Division:
Hunter Douglas Window Fashions Division is located in Broomfield, Colorado, midway between Boulder and Denver with outstanding views of the Rockies. The campus encompasses 756,000 square feet of office and manufacturing space. Roughly 1000 employees work at this location to produce proprietary and upscale products such as Duette® Honeycomb Shades,
Benefits of working for Hunter Douglas Window Fashions include:
- Generous paid time off that accrues immediately; 11 paid holidays, new parent and family care time off and 12 hours of paid volunteer work.
- Medical, dental, vision plan, life, STD, LTD, AD&D, dependent life, flexible spending accounts, pre-paid legal, and pet insurance.
- 401(k) with 6% company match and annual retirement contribution, college investment savings program.
- Employee development including education tuition assistance, and on-site development through Hunter Douglas University.
- Robust wellness program; on-site managed fitness center free to employees.
- Generous discount on window coverings.
- Charitable contribution match, employee assistance program, adoption assistance, dependent scholarships, on-site physical therapists and more!