Customer Experience Insights Analyst

CTG is seeking a Customer Experience Insights Analyst that is passionate about continuous improvement, listening to the customer, and helping enable teams to succeed. You'll come with a strong understanding of customer experience program management, analytics, and the ability to tell a compelling story with data. You will also come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.

Responsibilities

• Manage end-to-end steps required for foundational and advanced Voice of the Customer (VOC) research methodologies including analysis and program calculations across the entire consumer lifecycle
• Maintain existing (VOC) programs that provide the organization and product management with actionable customer experience insights. This includes survey design and operation, reporting, data analysis, and the closed loop process.
• Maintain existing Overall Satisfaction CX measurement methodology across product portfolio. Knowledge and experience with calculation and methodology.
• Work closely with wide variety of stakeholders to execute VOC strategy for new cloud ecosystem. Establish efficient processes for collecting and managing customer insights along E2E customer journey.
• Serve as main CX point of contact within the Cloud and Software (CSW) organization, championing the customer experience along every touchpoint of the customer journey
• Implement new feedback collection and survey processes when needed as new products are added to the portfolio or come to maturity and are launched
• Work closely with product management team to understand VOC needs and leverage best practices when implementing end to end solutions

Required Skills / Experience

• Education: Bachelor’s degree in marketing, business administration, statistics, or a related field
• At least 2 years direct experience in Customer Experience, Customer Insights, or Market Research
• At least 4 years of relevant work experience
• Experience or awareness of global customer listening posts, such as NPS programs, transactional survey programs, or event-based survey.
• Knowledge of a variety of survey design and research methods
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
• Demonstrated passion for Customer Experience and acting as an advocate for customers
• Strong critical thinking, influencing, and relationship management skills
• Exceptional communication skills, both written and spoken; prior experience working for a global company a plus