Customer Experience Analyst - Entry Level The Customer Experience (CX) Analyst will be a key member of the Customer Experience team, providing analytical and other support to identify trends in the customer experience of using our products.
The CX Analyst will know how to ask the right business questions, formulate relevant KPIs, recognise trends and opportunities and build a story that convinces customers and colleagues to take actions.
The CXA should be able to understand customers and evaluate digital experience.
The CX Analyst will help make prioritisation decisions and provide a focus for customer experience improvement initiatives; this will require cross-functional coordination both within the Customer Success division (e.g.
with Customer Success & Technical Support teams) and across the company.
Principal Job Elements & Responsibilities The Customer Experience Analyst will: Review and monitor customer satisfaction and other operational metrics on a regular basis to identify trends across different sources, setting up reporting templates and tools as necessary.
Analyse qualitative and quantitative data and identify performance improvement opportunities using multiple tools.
Work closely with customers, analysing the performance and customer experience of their Allocate systems.
This involves understanding the customers' major problem areas, identifying opportunities for optimisation and growth, and producing actionable recommendations.
Facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps, using systems, data and contacts/SMEs around the company.
Produce documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into reviews.
Example documents may include customer experience overview presentations, maintenance of a CX scorecard and customer journey maps.
Interact with teams across the business to present analytic results and solution recommendations.
Work independently on deliverables tailored to the needs of each customer and/or specific solution set.
Own research findings and present them to major stakeholders and key decision makers, delivering a clear message that customers and colleagues can act upon.
Be involved in bigger research projects aiming at capturing trends and best practices into a competitive knowledge-base.
Core Competencies Analytical skills - Approach data with the right questions and know how to recognize trends; develop and use structured approaches to identify root causes and opportunities.
Cross validate findings using data from multiple sources; the capacity to learn new methods of analysis and constant self-learning are critical.
Achieving Results - Be aware of key business objectives, and ensure these are applied appropriately to all business activities.
Building Relationships - Able to develop effective relationships with Allocate colleagues and customers.
Influencing skills - Ability to influence both within the customer success team and the wider Allocate team.
Communication - Effective communication skills suitable for the management of and liaison with colleagues within the team and senior management, both on a one to one and one to many basis.
Demonstrate effective communication, both orally and in writing, with colleagues and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.
Planning and Organising - Effective at determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
Understanding Allocate - Aware of Allocate strategies, policies and procedures.
Aware of how the organisation operates.
Teamwork - Effective in contributing effectively towards the objectives of a team, and be able to share knowledge, ideas and information.
Aware of the needs, objectives and constraints of those in other disciplines and functions.
Problem Solving and Decision Making - Able to solve problems in a measured and creative way.
Capable of independently assessing a wide variety of tasks, and be proactive in relation to identifying and undertaking activities that are to the benefit of the business.
Able to balance long and short term objectives, and understand business value.
Be responsible for own decisions.
Innovation, Flexibility and Adaptability - Undertake tasks with a positive attitude and respond well to management and customer requests.
Must be prepared to meet business goals and respond well to change.
Skills, Knowledge & Qualifications: Education - degree in computer science, computing, IT or business systems desirable - preferably with quantitative research experience.
Analytical Thinking - Ability to apply quantitative data analysis techniques to improve processes, and ability to interpret data in a business framework (trends, opportunities, action items), present data, and provide analyses and insights to key stakeholders and senior management.
Training - Experience/knowledge of Splunk (operational intelligence and data analytics tool) desirable.
Industry Trends & Developments - Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current.