CX Insights Analyst

We’re looking for a CX Insights Analyst to join our diverse & vibrant team. ATCO Energy is a member of ATCO, we are one of the top energy retailers in the province. We provide energy solutions for homes and small businesses across Alberta. If this sounds like the place for you, we’re asking all interested candidates to bring an energetic mindset to help power the lives of our customers. Should you join our team, you can expect ongoing mentoring, regular team meetings, collaboration, strong customer connections and lots of fun along the way.

The CX Insights Analyst will be responsible for analyzing the customer feedback gathered from key areas around our customer journeys. The candidate will work with the CX and business teams to design and launch additional customer listening posts using the Qualtrics toolset - fine-tuning corresponding reporting using a combination of Power BI and Qualtrics tools.

The incumbent will be instrumental in developing periodic reporting for business stakeholders; facilitating deeper analytical understanding of customer trends & patterns and helping to drive organizational action to evolve & improve customer experience.

On a daily basis, you’ll...

Collect and Analyze Customer Feedback

• Gather, review and analyze customer feedback at various checkpoints in the customer journey – keying in on customer post-interaction and post-service feedback.
• You will also assist in setting up new customer feedback listening posts and work towards the development of modern methods for analyzing the corresponding qualitative and quantitative survey response data.
• You will be expected to participate in fostering a data-driven culture to improve the effectiveness, efficiency, and quality of our feedback collection techniques.

Customer Interaction Analysis

• Review and analyze our call center Chat/Email/Phone customer interactions to identify patterns and trends using our Text Analytics and Speech Analytics tools.
• You will provide actionable insights to key stakeholders and be called upon to assist in working with the Experience Support Team to action customer feedback to improve customer experience.

Reporting and Data Visualization

• Build CX Insights reports – layering in visualizations and statistics to communicate customer insights to stakeholders around our business.
• You will be tasked with creating reports and maintaining dashboards (using Power BI and Qualtrics) for business stakeholders to have a deeper understanding of our customer feedback and KPIs.

Assist in Employee Listen Program

• We have a program where the CX Insights team will curate a collection of calls for business stakeholders to listen to and understand calls related to a particular topic.
• The CX Insights Analyst will listen to and gather a collection of calls to guide a business group through those calls and facilitate energetic discussion.

Facilitate Conversations About Customer Experience

• The CX Insights Analyst is expected to use the customer feedback and data that we routinely gather to synthesize insights and drive conversations around the business to influence and initiate positive change in our organization.

Refresh Data

• The CX Insights Analyst is expected to contribute to assist in periodic manual data export/refreshes that drive our Voice of Customer reporting. While most of our data should be automatically pulled in, there will still be some need for manual and ad-hoc data pulls to enhance our understanding of customer interactions and feedback.

Monitor and Report on CX KPIs

• The CX Insights Analyst is expected to contribute to assist in monitoring and reporting on our CX KPIs for our contact center. They may be tasked with developing alert/trigger points related to analyzing the significance of the deltas of our KPI’s and investigating root cause analysis of underlying issues.

Who you are:

• A friendly neighbour
• A fantastic listener
• An energetic team player

What you have:

• 1-3 years of relevant experience required
• Minimum Education - College diploma
• Experience in designing and setting up Customer Experience feedback surveys.
• Experience using Microsoft Excel and Power BI as fundamental toolset to drive analysis of customer data.
• Solid understanding of data modelling, table relationships, and keys to support the consumption and visualization of customer feedback data using BI tools.
• Practiced review and analysis of qualitative customer feedback responses.
• Practical understanding of standard statistical methods to interpret data trends and patterns.
• Experience supporting business objectives & stakeholders using customer insights to drive strategic decisions.
• Experience working in cross-functional teams as a CX Insights representative - presenting data-driven insights in a clear and actionable fashion.
• Attentive to detail with methodical and passionate commitment to excellence: writing, analysis, reporting, presenting insights.
• Experience related to customer experience, coaching, and training is a bonus.
• Call Center experience is a bonus.
• Knowledge of Alberta utility regulations is a bonus.

Why ATCO Energy?

• Competitive compensation, pension matching, and ATCO share options. Cha-ching!
• Opportunities to give back through the ATCO Energy All Hands program, and charitable donation matching.
• Adaptable benefit packages to help you live your best life! For example, our mental health benefits cover up to $3000/year per specialty for you and your dependents!
• Hybrid work models, meeting-free Fridays, and Work from Anywhere August!
• Well-Being @ATCO Health & Wellness Program!
• So much more!

At ATCO Energy, we’re purpose driven to help customers feel comfortable and confident in their homes. Each day we lean on our core values to shape the future of our industry, with our trailblazing spirit in a fast-paced and agile environment. We make diversity, equity and inclusion a top priority as we build a team who thrive in collaborative problem solving and share a desire to make a difference.