Customer Experience Analyst

IDR, Inc.; Suwanee (GA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation package

Full Benefits: Medical, Vision, Dental

Employee Stock Ownership Program

Close-knit and team-oriented culture

Job summary

A leading recruiting firm in Suwanee, GA is seeking a Customer Experience Analyst to manage a customer feedback program across multiple departments. The ideal candidate should have experience in customer experience management and analytical skills. This role offers competitive compensation and a collaborative team environment.

Qualifications

• 3-5 years of experience in customer experience or market research.
• Proven track record in managing enterprise-level VoC or customer insights programs.
• Strong background in analytics and familiarity with CRM/data visualization tools.

Responsibilities

• Design and manage an enterprise-wide customer feedback program.
• Develop governance framework for surveys and feedback channels.
• Evaluate VoC platforms and streamline survey deployment.

Skills

Customer experience management

Market research

Survey methodology

Data visualization tools

Communication

Education

Bachelor's degree in Business, Marketing, or Communications

Tools

Salesforce

Qualtrics

Job description

IDR is seeking a Customer Experience Analyst to join one of our top clients in Suwanee, GA. This role is pivotal in designing, launching, and managing an enterprise-wide customer feedback program that spans multiple departments. If you are looking for an opportunity to join a growing organization and work within an ever-growing team-oriented culture, please apply today!

Overview and Responsibilities

• Develop and implement a governance framework for surveys and feedback channels across various departments.
• Collaborate with cross-functional teams.
• Evaluate and oversee Voice of Customer (VoC) platforms.
• Lead efforts to streamline survey deployment, data integration, and reporting across the organization.
• Maintain and enhance the knowledge base system to ensure up-to-date information for internal and external users.

Required Skills and Qualifications

• Bachelor\'s degree in Business, Marketing, Communications, or a related field, or equivalent work experience.
• 3-5 years of experience in customer experience or market research.
• Proven track record in managing enterprise-level VoC or customer insights programs.
• Experience with platform transition/migration, particularly involving Salesforce and Qualtrics.
• Strong background in survey methodology, analytics, and familiarity with VoC platforms and CRM/data visualization tools.

What\'s in it for you?

• Competitive compensation package
• Full Benefits: Medical, Vision, Dental, and more
• Opportunity to join an industry-leading organization
• Close-knit and team-oriented culture

Why IDR?

• 25+ years of proven industry experience in 4 major markets
• Employee Stock Ownership Program
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated\'s Best of Staffing Client and Talent Award winner 12 years in a row

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Marketing, Project Management, and Quality Assurance
• Industries: IT Services and IT Consulting