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
