Customer Experience (CX) Analyst

Hyland; São Paulo; Híbrido; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A leading company is seeking a Customer Experience Analyst to enhance customer satisfaction through data analysis and actionable insights. The role involves collaborating with cross-functional teams, developing dashboards, and mentoring team members. Ideal candidates will have a Bachelor's degree and experience in the SaaS industry, with strong skills in data analysis, communication, and project management.

Qualificações

• Min. 3 years experience as a Customer Experience analyst preferably in the SaaS industry.
• Strong proficiency in customer feedback management systems.

Responsabilidades

• Collect and analyze customer feedback to identify areas for improvement.
• Develop and maintain dashboards to showcase key performance metrics.

Conhecimentos

Data Analysis

Communication

Collaboration

Problem Solving

Project Management

Formação académica

Bachelor's degree

Ferramentas

Salesforce

PowerBI

Microsoft Excel

Microsoft Office

Descrição da oferta de emprego

Overview

The Customer Experience Analyst 3 is responsible for collecting and analyzing customer feedback and sharing actionable insights and recommendations with key stakeholders to drive customer satisfaction.

What you will be doing

• Collect and analyze and interpret customer feedback interactions and experiences to identify common issues and areas for improvement in the customer experience/journey.

• Develop and maintain dashboards to showcase key performance indicator metrics and actionable insights that can help improve customer satisfaction and retention.

• Monitor and report on customer experience metrics and trends (e.g. NPS CSAT).

• Collaborate with cross-functional teams (e.g. product support) to implement solutions and recommend initiatives based on customer insights.

• Present data-backed findings and recommendations in a visually and verbally compelling manner to stakeholders at all seniority levels to drive product and service improvements and strategic decision-making.

• Keep up to date with surveying and CX best practices and proactively make recommendations for implementation in practice.

• Collaborate with marketing ops on maintenance of feedback collection and comms calendar and backlog.

• Actively participate and make recommendations for improvement and enhancement of the voice of customer program.

• Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team.

• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

What will make you successful

• Bachelor's degree or equivalent experience

• Min. 3 years experience as a Customer Experience analyst preferably in the SaaS industry

• Experience building dashboards using PowerBI as a data visualization tool

• Experience successfully surfacing insights in visually compelling dashboards and making recommendations for actionable projects, enhancements to customer segmentation.
• Experience analyzing customer feedback data and interactions
• Experience in Customer success principals, such as journey mapping

• Strong proficiency in Salesforce

• Strong proficiency in customer feedback management systems

• Strong proficiency in data analysis tools

• Microsoft Windows and Office proficient

• Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact

• Strong organizational multi-tasking and time management skills

• Strong collaboration skills applied successfully within team as well as with all levels of employees in other areas

• Strong Microsoft Excel skills

• Strong leadership sound judgement and business acumen skills

• Strong facilitation and project management skill

• Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department

• Strong data gathering interviewing and analytical/problem solving skills

• Strong critical thinking and problem solving skills

• Good understanding of customer behavior

• Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions

• Self-motivated with the ability to manage projects to completion with minimal oversight

• Able to thrive in a fast paced deadline driven environment

• Strong attention to detail

• Demonstrated ability to influence motivate and mobilize team members and business partners

• Strong ability to develop and use engaging informative and compelling presentation methodologies

• Strong ability to handle sensitive information with discretion and tact

• Strong ability to establish rapport and gain the trust of others; effective at gaining consensus

• Ability to work independently and in a team environment

• Ability to coach mentor and provide feedback to team members in a timely manner

• Strong knowledge of operating systems such as Salesforce

• Strong fluency in English (written/spoken)

• Up to 5% travel time required