The Sr Analyst, Enterprise CX will play a critical role in elevating analytical rigor, insights development, and process consistency across individual CX teams within the organization. This individual will be a highly data-driven professional with strong technical skills, including proficiency in Power BI, SQL, and standard statistical methods. They will apply statistical analysis to inform decision-making and evaluate CX/EX initiatives, ensuring insights are both robust and actionable. Additionally, the Sr Analyst will leverage these skills to identify and capitalize on new sources of value or efficiency, helping to drive improvements in customer and employee experience.
Reporting and Analytics (60%)
- Conduct detailed data analysis of complex data sets using tools such as SQL and Power BI to evaluate CX/EX initiatives, leveraging statistical methods such as correlation, regression analysis, and significance testing to derive meaningful insights.
- Perform analysis on available data including voice of the customer (VOC) listening posts (such as surveys), operational metrics, and other variables (program type, product type, etc) to identify relationships, trends, and opportunities for improvement for the various products.
- Develop and maintain dashboards to track key performance indicators (KPIs) for customer and employee satisfaction, engagement, and other CX/EX metrics.
- Create models to assess and estimate impact of changes
- Perform analysis on anomalies in data to address challenges and maintain regular flow of data
- Maintain CX dataset and architecture
- Design, validate and provide reporting as needed
- Create/present insights to both technical and non-technical audiences – always with a focus of creating business value
- Monitor and track performance of CX enhancements launched,
including NPS and business metrics
- Manage and optimize listening posts set up to collect Voice of Customer feedback
- Conduct regular audits to ensure surveys are offered when expected or desired
- Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates
Experience Improvement (30%)
- Perform deeper analysis to show how a journey/VOC/process is impacting relevant business metrics
- Create CBA to demonstrate business value of CX/EX initiatives
- Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction
- Recommend improvements based on business cases created from findings, present suggestions to functional business leads.
- Create and present data-driven findings,
using statistical insights to validate recommendations and support data-informed decision-making.
- Create and deploy research studies
Roadmap Execution (10%)
- Work with cross-functional partners and/or vendors to assess and diagnose data anomalies or breakdowns in the experience and provide relevant recommendations
- Reviewing proposed product/process changes and provide feedback/recommendations
Basic Qualifications
- 4-6 years of experience in a data-driven role focused on customer or employee experience
- Technical Skills:
- Analytics Proficiency: Strong skills in Power BI and SQL for data visualization, querying, and analysis.
- Statistical Knowledge: Solid understanding of statistics, including concepts such as mean, median, standard deviation, correlation, regression analysis, and statistical significance.
- Data Modeling:
Familiarity with basic data modeling techniques to forecast trends and identify relationships within CX/EX data.
- Advanced analytical skills, including proven ability to leverage critical thinking to evaluate and organize complex data sets from various sources.
- Advanced cognitive skills and experience with root cause analysis.
- Proven experience analyzing structured and unstructured data and presenting insights to business stakeholders effectively.
- In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.
Able to identify key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequences.
- Strong understanding of project management, including the ability to coordinate people and processes to ensure initiatives are delivered on-time. Able to identify dependencies and 'big rocks' early enough to either escalate or determine alternative solutions.
- Strong interpersonal skills with the ability to communicate clearly and effectively with internal clients/stakeholders. All communications are well written and clearly convey the required information; free of grammatical and spelling errors; inclusive of the appropriate level of detail given the intended audience; empathetic and on-tone for the particular situation. Works with others to resolve differences in a professional and productive manner.
- Environment/Physical Demands:
This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools, or controls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Occasional travel.
- Ability and willingness to manage all interactions via videoconference
Preferred Experience
- Advanced Degree: Master's degree in Data Science, Business Analytics, Marketing, or another relevant field.
- Industry Experience: Background in regulated industries such as insurance or banking, with familiarity in compliance requirements.
- Advanced Analytical Techniques: Experience with predictive analytics or statistical modeling in CX/EX contexts.
- CX/EX Strategy and Innovation: Demonstrated ability to identify opportunities for value creation and efficiency improvements through innovative solutions in CX/EX.
- Passionate about the customer experience and quality control.
- Operations experience with various channels used by customers to interact with us and provide feedback (face to face, telephone, website, mobile application).
- Experienced with primary research, including Net Promoter Score methodology.
- Basic understanding of CX Tools (eg Service Blueprinting and Experience Maps), including how to read and communicate documents, make minor updates to existing documents, and assist in the facilitation and creation of new documents (as needed).