Customer Experience Insights Manager
hace 1 semana
The role of the CX Reporting and Analytics Specialist is to lead the annual Net Promoter Score (NPS) Program for North America across all Departments. Key responsibilities include setting the NPS strategy, leading the region through the annual survey process from account/contact selection through survey launch, action planning, working with BU leads and the Global CX team.
The specialist will build transactional surveys in CX Platforms, report on survey performance, including response rates, completion times, and abandon rates. Additionally, they will conduct statistical analyses to identify drivers and opportunity areas related to NPS and CSAT.
To provide impactful insights, the specialist will integrate customer feedback and satisfaction data with operational data from various sources into dashboards, reports, and analysis. They will create insight-driven alerts, reports, presentations, and dashboards to provide easy access to customer feedback across the organization.
The specialist will summarize important reporting methodology and findings to partners and team-members. Ensuring ongoing data integrity is also a key responsibility, requiring accurate and up-to-date information in CRM, Tableau, and other systems.
Required Skills and Qualifications
- 3+ years of experience in Voice of Customer, customer insights, customer experience, or related field
- Familiarity with customer data platforms
- 3+ years of experience integrating customer satisfaction data with operational data from various sources, including Salesforce
- Demonstrated history of creating impactful dashboards, reports, and analysis
- Advanced Excel skills (can perform complex functions)
- Comfortable using Business Intelligence tools like Tableau, PowerBI to retrieve data and build well-designed visualizations and dashboards
- Familiarity with survey platforms and ability to launch surveys and analyze results
- Demonstrated experience transforming raw data into applicable information
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