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 :
Qualifications / Skills :
Payband 4 / Hours : 37.5
Salary Range : $41,000-$61,000
Accepting applications through : 1 / 31 / 2025
Salary : $41,000 - $61,000
