Customer Experience Analyst

This is a fully remote position, open to applicants in Alabama, +9 more states.

📋 Description

• Assist in initiatives aimed at improving customer satisfaction and employee engagement by developing processes to gather and analyze multi-channel Voice of the Customer (VoC) data.

• Collect insights and deliver data-driven recommendations to enhance the customer experience within the Prayer Center and across the organization.

• Ensure synergy between customer and employee satisfaction by identifying insights that foster both impactful customer interactions and workforce engagement.

• This role supports ministry activities and contributes to CBN’s Biblical mission of promoting the Gospel of Jesus Christ globally.

⛳️ Requirements

• Proven experience in creating, implementing, and analyzing customer or employee surveys.

• Strong data analysis skills, with the capability to interpret both qualitative and quantitative insights from a variety of channels (e.g., surveys, interactions, feedback).

• Understanding of customer experience (CX) principles, including voice of the customer (VoC) strategies, net promoter score, and sentiment analysis.

• Familiarity with customer journey mapping and personal development is preferred.

• Experience in creating reports, dashboards, and presentations that convert insights into actionable recommendations for leadership and team members.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other content creation tools like Power BI.

• Strong written and verbal communication skills, with the ability to convey complex insights clearly, concisely, and persuasively to various business audiences.

• Experience in developing and implementing communication strategies that align with organizational objectives and enhance both employee and customer experiences.

• Technical proficiency with the ability to quickly learn and adapt to new systems, software, and architectures, including VoC and customer feedback platforms.

• Excellent organizational abilities with the capacity to prioritize, manage multiple tasks concurrently, and meet deadlines in a dynamic environment; committed to continuous learning and innovation.

• Strong problem-solving and collaboration skills, with the capacity to receive and provide feedback positively and professionally.

• Exceptional interpersonal skills, enabling the establishment of professional rapport with all levels of management, staff, and the public.

• Ability to maintain a distraction-free home working environment.

• Capability to consistently access a high-speed cable or fiber internet connection.

• Good manual dexterity, allowing for extended periods of work at a computer workstation.

• Demonstrate the practical application of Biblical principles and practices in line with CBN’s nonprofit Christian mission.

🏝️ Benefits

• Competitive salary.

• Healthcare for full-time positions.