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Sr Digital Analyst

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Our client is looking for a Sr. Digital Analyst to join their team! The Analyst is responsible providing reporting and insights from current voice of customer platforms (ForeSee and OpinionLab). They will be responsible for the maintaining and updating survey questions to make the changing needs of the business and partner closely with the Digital & Direct Customer Experience product team to leverage data and insights to drive the product roadmap. In this capacity, the Analyst will identify opportunities to improve customer satisfaction and user experience - creating and augmenting online voice of customer measures as needed and partnering with technical teams to ensure implementation of the appropriate measures.

Responsibilities: 

  • Measuring the impact of digital user experience changes on customer satisfaction (CSAT) scores
  • Determining the stories in the metrics in order to create and present relevant findings, analysis and recommendations to improve CSAT metrics
  • Successful candidates demonstrate ability to work independently, prioritizing and managing multiple tasks under tight deadlines and time constraints
  • Must possess solid organizational skills, follow-up ability, and high attention to detail
  • Demonstrable ability to organize and manage assignments within an unstructured environment and build new structures and processes as needed is essential
  • Must have experience crafting and delivering presentations and communications targeted to varied audiences, including executive leadership

Qualifications:

  •  Bachelors degree preferred
  • 3+ years of related experience required
  • 2+ years of experience leveraging ForeSee platform for customer satisfaction measurement
  • 1+ year of experience with Opinion Lab preferred
  • Experience with text analytics is highly desirable
  • Experience with web analytics tools such as Adobe Analytics preferred
  • Must be able to quickly learn new data subject areas 

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