Senior Analyst, Customer Outcomes: CX Resolution Lead

Constellation; Baltimore (MD); Sur place; USD 90 000 - 100 000; Plein temps

Résumé du poste

Constellation is seeking a Senior Analyst, Customer Outcomes to manage escalated customer concerns, coordinate resolutions across teams, and advocate for customers while balancing business needs. This role requires strong analytical skills and cross-functional collaboration.

You will analyze trends, prepare findings, and partner with field operations, billing, sales and other stakeholders to ensure timely, fair resolutions and improved customer satisfaction. Travel may be required.

Qualifications

• Bachelor's degree and 5-years relevant experience, in lieu of degree 9 years of relevant experience
• Strong analytical and problem-solving skills with experience interpreting complex data and delivering actionable insights
• Proficient in Microsoft Office applications including Word, Excel and PowerPoint
• Travel required as necessary to meet business needs and in-person attendance for trainings, all-hands meetings and other moments that matter
• Experience investigating complex customer concerns and coordinating resolution across multiple functions
• Experience managing multiple priorities and cases simultaneously with attention to detail
• Strong communication skills, with proficiency in writing and the ability to succinctly summarise ideas and problems
• Experience handling sensitive customer situations requiring sound judgment and confidentiality

Responsabilités

• Manage escalated customer complaints from intake through resolution, including investigation, communication, coordination, and follow-through.
• Serve as the primary point of coordination for complex customer concerns, identifying barriers and partnering with operational teams to achieve positive customer outcomes while balancing organizational policies and business requirements.
• Research and analyze customer complaints to identify contributing factors and root causes of service failures or process breakdowns, and prepare findings and recommendations for management and business partners.
• Partner with field operations, customer care, billing, collections, sales and other internal stakeholders to coordinate issue resolution, remove obstacles, and ensure consistent execution of customer commitments.
• Monitor customer complaint activity and outcome trends, develop reports, identify recurring themes, and recommend process improvements that enhance customer satisfaction, operational efficiency and the overall customer experience.
• Communicate professionally with customers, leadership, regulatory stakeholders and internal partners regarding complaint investigations, resolution status, and customer commitments.
• Handle sensitive customer situations with empathy, professionalism and sound judgment.

Connaissances

Analytical thinking

Problem solving

MS Office

Communication

Attention to detail

Formation

Bachelor's degree

Outils

CRM systems

Case management platforms

Complaint tracking tools

Description du poste

Constellation is seeking a Senior Analyst, Customer Outcomes to manage escalated customer concerns, coordinate resolutions across teams, and advocate for customers while balancing business needs. This role requires strong analytical skills and cross-functional collaboration.

You will analyze trends, prepare findings, and partner with field operations, billing, sales and other stakeholders to ensure timely, fair resolutions and improved customer satisfaction. Travel may be required.