Customer Experience Analytics Analyst - IoT/Connected

Sub-Zero Group, Inc.; Madison (WI); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Health plans

401(k) savings

On-site clinic

Education assistance

EV charging

Parental leave

Job summary

Sub-Zero Group, Inc. in the Madison area seeks a Business Analyst - Customer Service to translate customer insights into actionable requirements, define acceptance criteria, and specify reporting needs to improve service experiences for customers, service teams, and field partners.

You will collaborate with engineering, IT, and data teams to establish scope, prioritize work, and support new product launches and connected device initiatives.

Qualifications

• Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field
• Ability to support and present to stakeholders
• Strong problem-solving and data collection skills
• Ability to work independently and as part of a team
• Strong communication skills and customer-service orientation

Responsibilities

• Establish KPIs to measure effectiveness of business decisions for connected products, applications, and experiences.
• Identify opportunities to reduce warranty costs and improve customer experience using connected data and feedback.
• Collaborate with engineering, IT, and data teams to maximize customer service value.
• Ensure service applications and user experiences support new product launches.
• Meet Customer and Field Service needs for all connected initiatives.
• Provide status reports, change requests, and requirements documentation.
• Escalate issues within project teams and departments.
• Prioritize work against ROI and guiding principles.
• Engage with Customer Service, Field Service partners, and leadership to deliver features.

Education

Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field

Job description

Sub-Zero Group, Inc. in the Madison area seeks a Business Analyst - Customer Service to translate customer insights into actionable requirements, define acceptance criteria, and specify reporting needs to improve service experiences for customers, service teams, and field partners.

You will collaborate with engineering, IT, and data teams to establish scope, prioritize work, and support new product launches and connected device initiatives.