Customer Experience Analyst

Location Hoboken, NJ (Fully remote)
Starts Within a Couple Weeks
Duration Full-Time
Status Full-Time
Rate $100K plus an 8% yearly bonus potential
Our client, a global learning company, is looking for a Customer Experience Analyst to join their team full-time, fully remote with the option of going onsite to one of their U.S. offices, if desired.

The Customer Experience Analyst will help measure customer feedback during their end-to-end journey on our clients key global digital properties, services and products. They will be analyzing multiple data sources to provide actionable insights that improve customer satisfaction and loyalty so the ability to look at the statistics and pull numbers out is key.

Feedback from customers can vary greatly so the process isn't standardized the CX Analyst must be willing to think through problems vs. follow a set path in order to proactively tackle customer feedback.

The CX Analyst will report to the Customer Experience Insights Lead and help expand the teams understanding of the current and future needs of customers and learners, driving meaningful improvements to the overall customer experience.

Customer Experience Analyst Key Responsibilities
Analyze quantitative and qualitative customer feedback to create insights, finding key customer issues and potential improvement opportunities
Help improve NPS (Net Promoter Score) through the ongoing analysis and reporting of promoters/detractors from the customer satisfaction data
Support with the end-to-end process from survey design, testing, analysis and reporting
Create and help optimize monthly and quarterly reports
Maintain the Text Analytics strategy for all qualitative feedback in the Customer Experience data
Identify opportunities for automation to improve efficiencies e.g., automated reporting and dashboards
Helping with day-to-day ad-hoc analysis requests from various stakeholders

Customer Experience Analyst Qualifications
Previous experience (2-3 years) working in a similar role / experience from a data and insight analyst role, with a customer focus
Experience working with and knowledge of CX metrics (NPS, CSAT, CES etc.)
Experience using customer feedback platform such as Qualtrics, Medallia, or other industry leading platforms
Collaborative, data-driven, problem solver who can identify and communicate the so what from their analysis
Compelling storytelling and presentation skills
Strong stakeholder management, and ability to dynamically work across multiple teams
Interest in eCommerce and the Education/Learning vertical

This is a full-time, fully remote Customer Experience Analyst opportunity starting ASAP!

Submit resume (and samples if applicable) to: Steve.Pagnozzi@jobalert.creativecircle.com


About Creative Circle
Creative Circle is a recruiting agency, and we proudly match professionals with companies looking for talented team members. The above listing is for a role with one of our clients. Our connections at top companies get your resume in front of the right people and access to amazing positions that aren't posted anywhere else. If you’re a good fit for this role (or another we're currently working on), a local recruiter will reach out to schedule a screening interview. We present only the top candidates to our clients.

For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa.