What are the responsibilities and job description for the Customer Experience Analyst (Hybrid) position at NYCM?
The Customer Experience Analyst is responsible for analyzing internal and external customer data. The CX Analyst will support and assist management and the division through gathering key data elements and assist with research and planning.
Responsibilities:
- Compile and prepare key data elements including Effort Score, NPS, aNPS, CSAT, tone, and operational metrics relative to process and product.
- Collaborate with management to develop and propose business solutions to identify opportunities.
- Gather data and support benchmarking, Key Performance Indicators (KPI's) and business plans research initiatives.
- Assist project team in ROI and value proposition data analysis.
- Monitor and maintain surveys and dashboards.
- Support survey execution through call lists and survey creation and management.
- Provide data context explanations.
- Assist in data query and gathering through existing queries.
- Update operations procedures.
- Update data dictionaries relative to research and analysis.
- Conduct and/or participate in meetings as required to facilitate communication.
- Attend meetings and seminars.
- Be available to work additional hours, as the business need dictates.
- Continue education and learning of analytical processes, methodology and outcomes, and customer experience.
- Other duties as assigned.
Requirements:
- High School Diploma
- Experience commensurate with an associate degree in mathematics, computer science, business administration, economics, or related field
- Data management, reporting or project planning
Qualifications/Skills:
- Proficient computer skills including MS Office Excel.
- Familiarity with database systems (data structure/warehouse, data manipulation/coding) including MS Access, AQT, SAS, and Business Objects.
- Able to effectively execute according to established processes.
- Creative and innovative problem solver.
- Good attention to detail, organization, and prioritization skills.
- Critical thinking.
- Ability to draw conclusions from large amounts of data.
- Clear, well-defined written communication,
- Fair oral communication with the ability to listen and respond.
- Ability and desire to learn new concepts, processes, and applications.
- Ability to work independently or as part of a team.
Payband 4 / Hours: 37.5
Salary Range: $41,000-$61,000
Accepting applications through: 1/31/2025
Behaviors
Preferred- Thought Provoking: Capable of making others think deeply on a subject
- Team Player: Works well as a member of a group
- Loyal: Shows firm and constant support to a cause
- Leader: Inspires teammates to follow them
- Innovative: Consistently introduces new ideas and demonstrates original thinking
- Functional Expert: Considered a thought leader on a subject
- Enthusiastic: Shows intense and eager enjoyment and interest
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Salary : $41,000 - $61,000
