Customer Experience Analyst

Customer Experience Analyst

MSC USA - Houston

Job Summary

 The Customer Experience Analyst plays a crucial role in ensuring a top-notch customer experience. They collaborate collecting and analyzing the customer feedback, and work with cross-functional teams to design, implement, and optimize customer experience programs, projects, and initiatives. Here are the key responsibilities:

Key Responsibilities

• Support the strategic planning and execution of customer experience initiatives.
• Assist in drafting customer experience strategies for management to implement.
• Optimize customer support processes to enhance overall satisfaction.
• Collect, analyze, and manage customer data and feedback. Utilize insights to drive improvements in customer interactions.
• Contribute to enhancing products and services based on internal customer input.
• Assists leadership in the design of customer experience projects. 
• Perform scheduling, document preparation, and resource coordination for customer experience projects.
• Collaborate with internal teams and business areas to align efforts toward common customer experience goals, acting as the voice of the customer.
• Work towards creating a best-in-class customer experience across all touchpoints.
• Assist monitoring customer satisfaction metrics and identify areas for improvement.
• Understands the key interactions in the customer lifecycle and drives relevant changes by partnering with the CRM & Dynamics Team.
• Uses research methods and data channels of customer experience to understand issues and implement changes, including customer surveys (e.g. NPS). 
• Performs other duties, as required.

Qualifications & Key Competencies:

• Passion for remaining up to date with digital and technology trends
• Commercial yet customer-first mindset with the ability to identify customer needs.
• Ability to think conceptually and creatively to continually develop functional areas.
• Proficiency in MS Office (MS Excel, MS PowerPoint)
• Proficiency in customer data analysis and feedback management.
• Proficiency with diagramming and vector graphics applications such a Visio (preferred).
• Strong organizational and administrative skills.
• Ability to work independently within established procedures.
• Good communication and collaboration skills.

What We Offer

• Health Insurance
  
• Dental & Vision Insurance
  
• Life Insurance: one-time annual salary up to $50,000
  
• Long Term Disability Insurance
  
• Paid Parental Leave
• Business Travel Insurance
  
• Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)
  
• Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans

You will also have access to additional benefits, effective day one:

• Short Term Disability Insurance
• 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match.
• Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
• Partner Discount Programs with MSC Cruises, Apple, Dell, Nissan, Whirlpool, AT&T, Pets Best and others.

About Mediterranean Shipping Company (MSC)

Mediterranean Shipping Company (MSC), headquartered in Geneva, Switzerland, is a global leader in transportation and logistics, privately owned and founded in 1970 by Gianluigi Aponte. As one of the world’s leading container shipping lines, MSC has 675 offices across 155 countries worldwide, with the MSC Group employing over 200,000 people. The company has evolved from a one vessel operation into a globally respected business with a fleet of 800 vessels that provides timely delivery of goods and services to customers of all industries and sizes. With access to an integrated network of road, rail, air, and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge. MSC’s shipping line sails on 300 trade routes and calls at 520 ports, carrying some 22.5 million TEU (twenty-foot equivalent units) annually. For more information, visit MSC Mediterranean Shipping Company

Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type including but not limited to characteristics protected by federal, state or local laws.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at US038-Humanresourcesusa@msc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Salary : $50,000