Senior Analyst

hace 9 horas

Heredia, Costa Rica Experian A tiempo completo

Company Description
Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we’ve been named in the **100 “World’s Most Innovative Companies” by Forbes Magazine**.

**Job Description**:
Experian’s Customer Experience (CX) team is looking to place the Voice of Our Clients (VOC) at the Heart of the business. To enable this**,** we need a data savvy, CX and insights expert. The Insights Analyst is our insights generator and business centric report creator. This role must understand data and be able to showcase results in a meaningful way.

The Insights Analyst is a team player and has a strong working knowledge of CX Systems, Salesforce, Tableau, Analytics, and turning reporting into business relevant Insights.

**_
You will be part of a greatly recognized Global team within Experian, that would allow you to experience new cultures and technologies in this field. Additionally, you will have the option to work remotely._**

Key Responsibilities:
**CX Reporting & Insights**
- Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis.
- Analyze quantitative and qualitative data to develop actionable insights and recommendations via ad hoc reports and visualizations.
- Build meaningful reports and presentations in Excel, Tableau, Salesforce, Experian’s CX platform and power-point.
- Create insight-driven alerts, reports, presentations and dashboards to provide easy access to customer feedback across the organization.
- Be able to summarize key reporting methodology and findings to stakeholders and team-members.
- Act as a key partner to consultants, solution providers, and business stakeholders for all insights driven initiatives.
- Ad-hoc data pulls for the CX team, GSE.
**CX Global Standards, Documentation & Reporting**
- Champion Client Journey Map and related KPIS.
- Own Contact Data Standards, Process, and establish contact data quality metrics and reporting for surveys.
- Report to business on survey opportunities: response rates, completion times, abandon rates etc.
**Operations**
- Build, deploy and maintain customer contact files surveys in CX Platforms ( like NICE/ Satmetrix) and or other systems.
- Produce management information and reporting to stakeholders as and when required.
- As necessary Ensure CRM, Tableau, and other systems are accurate and up to date.
- Provide support to Team Manager.
- Ensuring on going data integrity.
- Liaising directly with senior officials of businesses to understand the bigger financial picture that could impact the business.
- Conduct training and act as an SME.
- Consistent attention-to-detail when handling CRM data.
- Provide support, mentor and coach team effectively in order to up skill and increase knowledge.

**Qualifications**:

- 3-5 years of experience in data related roles.
- Advanced English proficiency.
- Must have a working knowledge of Salesforce, Sales Insight, CX Platforms or other CRM.
- Comfortable using Business Intelligence tools like Tableau, PowerBI, etc. to retrieve data and build well-designed visualizations and dashboards.
- Demonstrated history of creating impactful dashboards, reports, and analysis.
Strong numerical and statistical skills are highly desirable.
- Proven ability to integrate customer satisfaction data with operational data from a variety of sources, including Salesforce.
- Advanced Excel skills and examples of reporting.
- Strong familiarity with customer data platforms.
- Demonstrable ability to analyze data from disparate sources, extract valuable insights, and leverage them to inform strategic approach.
- Familiarity with survey platforms and can launch surveys and analyze results with little supervision.
- Strong analytical and problem-solving skills (advanced data analytics).
- Demonstrated experience in transforming raw data into actionable information.
- Strong organization and prioritization skills: intense attention to detail.
- Strong critical thinking and analytical reasoning skills.
- Fast learner, curious and passionate about understanding and improving customer experiences.
- Team player, able to bring examples of positive peer feedback and collaborating to win to the table.

Additional Information

**Benefits**:
Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

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