What are the responsibilities and job description for the Data Analyst (Customer Experience) position at Orangepeople?
Are you passionate about analyzing data? Do you thrive in a dynamic, tech-driven environment? If you're enthusiastic about data analysis and eager to make a meaningful impact in a forward-thinking organization, we'd love to hear from you.
As the Customer Experience Analyst at a leading social media company, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer-centric decision-making. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience. Leveraging your strong background in CX / VoC and expertise in data analysis and storytelling, your passion for customer centricity, you will help shape the future of our customer experience program and contribute to the growth and success of our organization.
Responsibilities :
- Using various systems and data sources (customer tickets, customer feedback, etc.), identify opportunities, areas, and customer experience gaps across support channels.
- Work with customer support program managers and leaders to report on overall program performance and provide recommendations for program improvements.
- Monitor customer feedback to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
- Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
- Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
- Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness.
- Translate the customer support and VOC data and metrics into actionable insights that influence customer experience improvements and help increase the operation's efficiency.
- Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to gather and analyze various sources of data to deliver insights.
- Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights.
- Design and build insight-driven reports and dashboards that provide real-time and easy access to customer insights.
- Bring insights and recommendations to the forefront of stakeholders and executives' mindshare via engaging presentations.
Required Qualifications :
Desired Qualifications :
Additional Responsibilities :
About us :
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people : dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process / methodology orientation.
