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Customer Experience Analyst

Company: Mastech Digital
Location: Clearwater
Posted on: April 2, 2021

Job Description:

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Customer Experience Analyst for our client in the Moving & Storage Solutions domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Permanent position and the client is looking for someone to start immediately. Duration: Full-time Location: Clearwater, FL Role: Customer Experience Analyst Primary Skills: Marketing Role Description: The Customer Experience Analyst must have at least 4 years of experience. For this role, you must be an experienced Customer Experience Analyst/Specialist who is passionate about the customer and understanding their journey. As the successful candidate, you will be responsible for identifying and driving process improvements. You will be a key member of the Marketing team and work across functions, businesses, and systems to drive incremental and systemic changes using VOC, continuous improvement, and a solid understanding of relevant business systems. You will have a positive outlook and a proven ability to help others see and execute on the vision of the delighted customer. This position requires strong attention to detail and an ability to build relationships with all levels within the organization. The environment is fast paced and dynamic, requiring the ability to respond quickly to changing priorities across multiple projects. Essential Duties and Responsibilities: - Responsible for managing analytics, communications and relationships to drive continual CX improvements in multiple business units and processes - Analyze business metrics, customer feedback and KPIs across multiple data sources (Web, Contact Center, Review platforms, internal tools) - Compile friction points and utilize research data to develop and implement project plans for key strategic initiatives - Complete routine reporting requirements to support weekly, monthly and quarterly business review meetings - Present analysis and recommendations to internal audiences (Marketing updates, Project Management groups and across multiple Business Units) - Navigate and manage company s Electronic Feedback Management (EFM) platform. - Maintain multiple user hierarchies and end user management Job Qualifications: Education & Experience Requirements - 4+ years relevant experience in Customer Satisfaction/CX/VOC program - Advanced Excel, PowerPoint and Microsoft Office skills - BS/BA preferred - Experience with Medallia EFM platform preferred Education: Bachelor s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent. Experience: Minimum 4 years Relocation: This position will not cover relocation expenses Travel: No Local Preferred: Yes Note: Must be able to work on a W2 basis Recruiter Name: Wasim Akhtar Recruiter Phone: (Ext: 2189)/ (Ext: 2189) Equal Employment OpportunityMinimum Education Required: BachelorYears of Experience Required: 3-5 YearsExpected Travel Time: None - provided by Dice

Keywords: Mastech Digital, Clearwater , Customer Experience Analyst, Professions , Clearwater, Florida

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