Customer Experience (CX) Analyst

Job Description

PROJECT DESCRIPTION:

Must be able to performance CX (Customer Experience) analysis, using survey results as well as operational data. Do driver's analysis. Must be proficient with PowerPoint and Excel. Having prior survey experience in Qualtrics is a must.

This role will be charged with designing & analyzing research to develop a clear and comprehensive view of the member experience. Work will include survey design and programming, establishing and tracking key metrics over time such as NPS, ease, effort and overall satisfaction to help the enterprise identify risks and opportunities for improvement. You will be responsible for creating dashboards and presentations that deliver insights at a regular cadence to key audiences across the organization.

Must Have

Previous work experience in CX (Customer Experience) Research using Qualtrics

Exp in consumer experience, VoC (Voice of Customer), Survey Design, Analytics

Strong knowledge of CX disciplines and metrics including loyalty, satisfaction, ease.

Skills That Are a Plus

Clarabridge and Tableau

A strong knowledge of CX disciplines, the ability to recruit the right members, design and program effective surveys, conduct analysis, translate research insights into actionable recommendations. and strong persuasive writing and presentation skills