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Customer Experience Analyst

Ascent Foster City Contractor
$90,176.00 (Careerbuilder est.)
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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.

Recommended skills

Customer Satisfaction
Customer Experience
Customer Insight
Business Process


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Customer Experience Analyst
$90,176.00 (Careerbuilder est.)
Estimated Salary: $91K
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Job ID: 19-10790


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