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Digital Customer Experience Data Analyst

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This role is a key position supporting the Global Performance Insights Team in expanding the analysis of Branded Cards NPS. Position requires strong analytic skills with ability to synthesis data in a thoughtful and impactful manner.

• Analyze and track daily Service NPS results in order to quickly and easily isolate issues impacting the customer experience. Key activities include:
o Develop tracking and reporting mechanism for results/findings
o Review passive and detractor verbatim - look for patterns in the data that may signal a potential issue
o Work with other members of the Performance Insights team to pull additional data to prove out if a customer issue in fact exists
o Develop appropriate materials on findings that can be shared with key stakeholders
o Learn and use Medallia tool that captures customer survey responses – configure appropriate alerts to track customer pain points and increase efficiencies
• Create additional views/cuts of NPS data (product, segmentation, etc.) in order to uncover further findings and drivers of NPS
• Develop monthly (potential weekly) summary deck of NPS findings across each channel
• Gather appropriate data/findings for required/ongoing Scorecards related to Digital NPS

Qualifications:
• 3-5 years of Business, Marketing or Customer Engagement experience
• Strong data management and analytical skills
• Strong Excel and PowerPoint skills for tracking and reporting
• Relationship management, interpersonal, and organizational skills a plus
• Self-starter – ability to learn quickly

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