Senior Analyst, Customer Journey Insights

📋 Description

• Collaborate with stakeholders to comprehend business requirements and customer experience objectives.

• Evaluate and interpret customer journey data from various sources to reveal significant insights.

• Work across departments to implement enhancements in customer experience.

• Collaborate with a third-party software provider to incorporate new data sources.

• Assist in the development, testing, and launch of automated reporting solutions.

• Guide interns and less experienced team members as needed.

⛳️ Requirements

• Bachelor’s degree in business, customer experience, marketing, analytics, or a related field.

• 4+ years of experience in an analyst or similar position, with practical experience using tools like SQL and Power BI to analyze both structured and unstructured data, produce analysis or reports, and aid in business decision-making.

• 2+ years of experience leveraging customer experience (CX) insights, including converting findings into clear recommendations or actions.

• Exceptional communication and storytelling abilities, with the capacity to present complex data in an understandable manner to non-technical audiences.

• Proven track record of managing complex workstreams while excelling in an agile, fast-moving environment.

• Strong interpersonal skills and ease in collaborating with cross-functional teams.

• Demonstrated curiosity and working knowledge of generative AI tools and their application in analytics.

• Familiarity with CX/Voice of Customer platforms is regarded as a plus.

• Formal training or certification in CX is considered advantageous.

• Experience with contact center data is preferred but not mandatory.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development