Posted on: February 11, 2022 | Job#: R26693-RCC

**Customer Experience Analyst - Contact Center**

Full time | 3830 Atherton Drive, Rocklin, California, United States of America 95765

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**About Gap Inc.**

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.

This simple ideathat we all deserve to belong, and on our own termsis core to who we are as a company and how we make decisions. Our team

**About the Role**

As part of the Contact Center Customer Experience Team at Gap Inc. the Customer Experience Analyst will play a critical role in evaluating the overall customer experience during a contact and providing actionable insights for coaching. You will support a multi-site remote operation with responsibility for assessing the customers satisfaction, ensuring agent effectiveness and efficiency in delivering a low-effort and value-added experience across channels and teams.

**What You'll Do**

* Independently perform trends-based analysis in a variety of channels (voice, chat, email & SMS) to identify the most common performance and development trends across multiple frontline teams

* Compile qualitative and quantitative data from various reporting and query sources into tables, charts, and or presentations to tell a story

* Share broad trends in agent development areas with Contact Center leaders for coaching to performance improvement

* Recognize critical customer service knowledge gaps and inefficiencies and suggest improvements to current processes

* Identify opportunities to improve practices and optimize technology and present recommendations to senior leadership

* Participate in the development of QA program utilizing industry best practices and fully leveraging QA platforms

* Engage in client and consumer listening initiatives to discover consumer requirements and expectations

**Who You Are**

* Ability to translate dispersed data into themes and trends, prioritize insights based upon business impact, and recommend actionable solutions in a creative and logical manner.

* Proven experience in reporting and analysis (query building and data visualizations), MicroStrategy and SQL is a plus; ability to quickly learn new software skills

* Excellent communication skills; both verbally and written (ability to synthesize information into a clear, simple story and visualize data)

* Create with audacity, always asking the next question and seeking to defy convention and unleash untapped potential

* Exercise accountability and empowerment to see things through to the end; Own it, Do it, Done

* Previous contact center/customer experience understanding dynamics and processes a plus

**Benefits at Gap Inc.**

* Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.

* One of the most competitive Paid Time Off plans in the industry.*

* Employees can take up to five on the clock hours each month to volunteer at a charity of their choice.*

* Extensive 401(k) plan with company matching for contributions up to four percent of an employees base pay.*

* Employee stock purchase plan.*

* Medical, dental, vision and life insurance.*

* of the benefits we offer.

**For eligible employees*

**Location**

**Health and Safety**

Our commitment to the safety of our teams, customers and communities while at work or shopping our stores is our top priority. Learn the latest about our commitment to safety

**A Culture of Belonging**

Across Gap Inc., we can and we will do more to be a force for good and break down the centuries-old systems that have held back our Black and brown communities. to creating a culture of belonging for our teams, our customers and future generations.

**Equal Pay for Equal Work**

At Gap Inc., every day is Equal Pay Day. Gap Inc. pays women and men globally, dollar for dollar equal pay for equal work, and in 2014, Gap Inc. was the first Fortune 500 company to announce equal pay for equal work.

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