Customer Experience Analyst Location: Foster City, CA Duration: 12+ – month contract with extension possibility
In this role you will work closely with internal stakeholders, technology teams and the research vendor to run the annual survey program
Partner closely with sales operations and technology teams during the design and development phases to ensure we deliver a solution with streamlined client implementation in mind.
Drive survey alignment and work with Operations and Marketing to produce survey and holistic NPS insights.
Support and design the training program that will help develop action plans for each region. Standardize action plan template.
Draw insights from analysis of structured and unstructured data; track survey results, identify root cause of customer issue/pain points and develop clear and compelling recommendations/call to actions.
Help develop action plan at various levels – regional, country, client segment, and accounts
Implementation of Customer Experience Management (CEM) platform
Support implementation of closed loop feedback program and CEM platform (like Medallia and Qualtrics) to better measure the overall client experience and deliver actionable insights.
Drive awareness and utilization of the platform capabilities e.g. oversee training (workshops, videos, documents, etc.).
Effectively share and disseminate customer insights across different teams and functions to improve customer experience.
What you’ll need to be successful in this role:
Professional experience working in a sales or marketing insights organization
Experience analyzing business processes and developing improvement opportunities
Previous experience with customer experience surveys, net promoter score and understanding of current technology, trends and solutions in collecting client insights.
Ability to translate consumer insights into business opportunities
Background or formal training in data analytics, customer insights and client satisfaction
Experience in quantitative research, customer satisfaction surveys and survey design
Experience using Salesforce as CRM tool and CEM platforms (such as Medallia and Qualtrics) is preferred
For immediate consideration, please email your resume in Word format, along with the best time and number to reach you. Thanks, I look forward to hearing from you.
It pays to network! Ask me how Ascent rewards for hired referrals.
Help us improve CareerBuilder by providing feedback about this job:
Report this job
Report this Job
Once a job has been reported, we will investigate it further. If you require a response, submit your question or concern to ourTrust and Site Security Team
Job ID: 19-10790
privacy and protection,
when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder
Terms and Conditions
for use of our website. To use our website, you must agree with the
Terms and Conditions
and both meet and comply with their provisions.