Senior Voice of Customer Analyst

hace 2 meses


San Francisco, Heredia, Costa Rica Experian A tiempo completo
Job Summary

In the role of Insights Analyst, you will be working closely with our global CX team to drive customer insights and business growth. As a key member of our team, you will be responsible for leading the annual Net Promoter Score (NPS) Program for North America, setting the NPS strategy, and working with Business Unit leads and the Global CX team.

Key Responsibilities
  • Leverage customer data platforms to integrate customer satisfaction data with operational data from a variety of sources, including Salesforce.
  • Develop and maintain transactional surveys in CX Platforms, reporting to business on survey performance, and conducting statistical analyses to identify drivers and opportunity areas related to NPS and CSAT.
  • Integrate customer feedback and satisfaction data with operational data to create impactful dashboards, reports, and analysis.
  • Champion Client Journey Map and related KPIs, ensuring ongoing data integrity in CRM, Tableau, and other systems.

Requirements

We are looking for a highly skilled and experienced candidate with a strong background in Voice of Customer, customer insights, customer experience, or a related field. You should have a working knowledge of Salesforce, Sales Insight, and CX Platforms, as well as advanced Excel skills and experience with Business Intelligence tools like Tableau and PowerBI. Familiarity with survey platforms and the ability to launch surveys and analyze results are also essential.

About Experian

Experian is a global leader in credit and consumer services, and we are proud to be an Equal Opportunity and Affirmative Action employer. We celebrate our people's diversity and uniqueness and focus on what matters: DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people-first approach is award-winning, and we are committed to creating a inclusive and supportive work environment for all employees.

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