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ValueVision Media (previously ShopNBC)

Customer Experience Analyst

This job has now expired

Employer
ValueVision Media (previously ShopNBC)
Posted
Wednesday, January 23, 2013
Closes
Wednesday, March 06, 2013
Ref
00071
Location
Eden Prairie, MN - Eden Prairie, MN 55344 US (Primary)
Category
Employment Status

Further information

OVERVIEW

As the Customer Experience Analyst, you will collect, combine and analyze quantitative and qualitative data and report insights on customer perceptions and behaviors as a result of doing business with ShopNBC.  You will also extract key themes and findings of customer research projects, and report measurable outcomes and make recommendations to support business decisions. As a CX team member, you will also identify opportunities and innovative ways to improve areas where customer experience can be enhanced.

 

ESSENTIAL JOB FUNCTIONS

·      Use quantitative and qualitative customer insights, including customer verbatim along with customer analytics, to report on customer satisfaction, attitudes, needs, wants, and behaviors

·      Program, upload assets for, pretest, and execute customer surveys

·      Create reports and presentations on the voice of the customer, drawing conclusions of key findings and making recommendations to improve the customer experience

·      Assist in creation, implementation, and analysis of the customer experience to capture, measure, and report on the areas that create or deliver a poor customer experience

·      Gather, compile and summarize secondary data (internal and external) in support of holistic view of voice of the customer

·      Coordinate with other team members and assist in management of customer forums

·      Work with Customer Analytics team to identify customer data needs and manage reports/data projects

·      Generate reports that analyze CX metrics to identify cause-effect relationships between business actions and customer behavior outcomes to increase profitability of customers

·      Conduct research projects that answer specific business questions and other duties as assigned

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

·      Bachelor's degree (B.A.), or equivalent experience

·      1 - 3 years analytic experience preferably in market or consumer research. We will consider education and internships toward experience - will provide training on systems and processes

·      Ability and proven history of drawing conclusions and recommendations based on data and reports

·      Excellent working knowledge of Microsoft Excel and PowerPoint required

·      Experience with a statistics package such as SPSS a plus

·      Experience with report design and automation a plus

 


CAREER PATH

Sr. Customer Experience Analyst, Manager of Customer Experience

ValueVision Media (previously ShopNBC)

ShopNBC, is a multi-channel electronic retailer, offering brands and products that are meaningful, unique and relevant to our customers. We have a strong presence on television and on the Internet, where we are positioned as the premium lifestyle brand.