Customer Insights Expert

hace 11 horas

San Francisco, Heredia, Costa Rica Experian A tiempo completo

Company Overview

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 have been recognized as one of the 100 Best Companies to work for by FORTUNE and have been named in the 100 'World's Most Innovative Companies' by Forbes Magazine for the last five years.

Job Description

We are looking for a highly skilled Customer Insights Expert to join our Customer Experience (CX) team. The ideal candidate will be a data savvy, CX, and insights expert who can integrate customer feedback and satisfaction data with operational data from various sources to create impactful dashboards, reports, and analysis.

Main Responsibilities:
  • Integrate customer feedback and satisfaction data with operational data from various sources to create meaningful dashboards, reports, and analysis.
  • Analyze quantitative and qualitative data to develop actionable insights and recommendations via ad-hoc reports and visualizations.
  • Build reports and presentations in Excel, Tableau, Salesforce, Experian's CX platform, and PowerPoint.
  • Create insight-driven alerts, reports, presentations, and dashboards to provide easy access to customer feedback across the organization.
  • Summarize key reporting methodology and findings to stakeholders and team members.
CX Global Standards, Documentation & Reporting

The successful candidate will champion Client Journey Map and related KPIs, own Contact Data Standards, Process, and establish contact data quality metrics and reporting for surveys. They will also 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 other systems.
  • Produce management information and reporting to stakeholders as and when required.
  • Ensure CRM, Tableau, and other systems are accurate and up-to-date.
  • Provide support to Team Manager.
  • Ensure ongoing data integrity.
  • Liaise directly with senior officials of businesses to understand the bigger financial picture that could impact the business.
  • Conduct training and act as an SME.
  • Consistently apply attention-to-detail when handling CRM data.
  • Support, mentor, and coach team members effectively to upskill and increase knowledge.
Required Skills and Qualifications

The ideal candidate will have 3-5 years of experience in data-related roles, advanced English proficiency, and a working knowledge of Salesforce, Sales Insight, CX Platforms, or other CRM. They should be 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 is essential. Strong numerical and statistical skills are highly desirable. Proven ability to integrate customer satisfaction data with operational data from various sources, including Salesforce, is required.

Advanced Excel skills and examples of reporting are necessary, as well as strong familiarity with customer data platforms. Demonstrable ability to analyze data from disparate sources, extract valuable insights, and leverage them to inform strategic approach is crucial.

Familiarity with survey platforms and ability to launch surveys and analyze results with little supervision is also required. Strong analytical and problem-solving skills, including advanced data analytics, are essential.

Demonstrated experience in transforming raw data into actionable information is necessary. Strong organization and prioritization skills, intense attention to detail, critical thinking, and analytical reasoning skills are also required.

A fast learner, curious, and passionate about understanding and improving customer experiences is ideal. A team player who can bring examples of positive peer feedback and collaborating to win is essential.

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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