CX Analyst

This position will research, analyze, and interpret the voice of the customer data to deliver best-in-class insights and experience improvements across all touchpoints throughout the student lifecycle.
The responsibility of this position is to research, uncover, and analyze prospect/student wants and needs to help improve the customer experience. 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.
The candidate will create and monitor dashboards/metrics/reports to identify trends, track the impact of improvement efforts, and monitor effort, emotion, etc. tied to key moments that matter towards the business results, including VOC, journey mapping, and design research and linking insights to business performance, optimization, and activation.
This position will partner with internal stakeholders/LOB owners to better understand business goals and objectives and ensure we have the right data and capabilities to create actionable insights/recommendations for business and student success.

Research and Analysis.

• Manage mystery shopping,VOC surveys, Clarabridge a,Verint, andjourney research
• Partner with IT, business, and analytic teams, continuously evaluate, enhance and update data sources available
• Partner with stakeholders to research, map, and identify opportunities
• Plan, gather data, analyze, synthesize, and report insights to support business needs
• Apply a rigorous and ethical approach to all data collection and analysis
• Manage and analyze the voice of the customer data to better understand student delights and pain points, and to identify the root cause of student feedback
• Analyze unstructured data/text analytics collected from multiple feedback sources including chat, website, native applications, email, and surveys
• Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies
• Create and monitor dashboards/metrics/reports to identify trends
• Generate compelling insights, analysis, and reports that highlight potential improvement opportunities and other strategic and actionable business recommendations

Customer Empathy.

• Be a customer and data storyteller with the ability to visualize and communicate the voice of our customer to the organization and build company -wide understanding and empathy clearly and succinctly
• Serve as "block and tackler" for ensuring the health and quality of key customer journeys and interactions, working with stakeholders to plan experience improvements and to limit experience disruptors
• Align and collaborate with analytics and insights teams to tell a cohesive story about our students

• Identify potential listening posts, design, and implement instrumentation to harvest insights across broad touchpoints throughout the experience lifecycle

• Educate and build deeper empathy about our customers, clearly articulate customer needs and pain points, and develop potential solutions

Operational Tasks.

• Clarabridge/VOC Metadata updates
• Obtain VOC/Clarabridge licenses for new users and "onboard" new internal clients
• Refine and tune the categorization model and NLP transcription model as needed within text analytics dashboard
• Ensure operational excellence in maintaining tools and processes, keeping reporting tools up to date

Key Deliverables: Daily/monthly reports, ad hoc reports, journey map

Qualifications:

• 2+ years in customer experience measurement and analysis

• Experience with text analytics tools and VOC dashboards a plus (e.g. Clarabridge)
• Bachelor's degree in statistics, analytics, economics, data science or related discipline preferred. Master's degree a plus
• Certified Customer Experience Professional (CCXP) a plus
• Experience analyzing customer feedback to identify actions that improve customer experience
• Advanced proficiency with MS Excel and PowerPoint
• Ability to manage multiple tasks simultaneously within a continually changing environment
• Excellent problem-solving skills and ability to navigate challenging situations
• The successful candidate must possess strong collaboration, vendor management, communication, and presentation skills

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.