OP Hiring for Customer Experience Analyst at United States Full Time

As a Customer Experience Analyst, you will be part of a global customer experience practice dedicated to collecting customer intelligence and feedback and learning from our customers by harnessing the power of analytics to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback regarding customer support experience and identifying areas for customer experience improvements. Leveraging your strong background in CX and/or Customer Support, your expertise in data analysis and storytelling, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth of our organization.

Customer Experience Analyst Responsibilities

• Identify opportunity areas and customer experience gaps across support channels using various systems and data sources (customer tickets, customer feedback, etc.).
• Work with customer support program managers and leaders to report on overall program performance and provide recommendations for program improvements.
• Monitored customer feedback to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
• Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness.
• Translate the customer support and VOC data and metrics into actionable insights that influence customer experience improvements and help increase the operation’s efficiency.
• Utilized various systems and tools (Tableau, Excel, Salesforce, Hive) to gather and analyze various sources of data to deliver insights.
• Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights.
• Design and build insight-driven reports and dashboards that provide real-time and easy access to customer insights.
• Bring insights and recommendations to the forefront of stakeholders’ and executives’ mindsets via engaging presentations.

Minimum Qualifications

• 6+ years of experience in data analytics, data science, or related analytical roles.
• 3+ years of experience in customer experience, customer support, customer care, or other service-related analytics roles.
• Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders.
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.
• Experience working with customer support operational metrics.
• Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL.
• Proficiency in data visualization tools (e.g., Tableau, Power BI).
• Experience with statistical analytics techniques and using R or Python, or a similar scripting language/tools.
• Demonstrated ability to work collaboratively with cross-functional teams.

Preferred Qualifications

• Master’s degree in Computer Science, Data Science, Statistics, Mathematics, or related field.
• Experience with machine learning concepts and experience working with machine learning libraries and frameworks (e.g., scikit-learn, TensorFlow).
• Knowledge of natural language processing (NLP) techniques.
• Experience working with Salesforce.
• Experience working with customer experience platforms (e.g., Medallia, Qualtrics).
• Familiarity with consumer electronics or retail business.
• Experience with predictive analytics and ML/AL techniques.
• Certification in data science or related field (e.g., Certified Data Scientist).

Benefits

• 401(k).
• Dental Insurance.
• Health insurance.
• Vision insurance.
• We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
• The salary will be determined based on several factors, including but not limited to location, relevant education, qualifications, experience, technical skills, and business needs.

Additional Responsibilities

• Participate in OP monthly team meetings and participate in team-building efforts.
• Contribute to OP technical discussions, peer reviews, etc.
• Contribute content and collaborate via the OP-Wiki/Knowledge Base.
• Provide status reports to OP Account Management as requested.

About Us

OP is a technology consulting and solutions company, offering advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields — including AI, cybersecurity, enterprise architecture, and beyond. Our most valuable asset is our people: dynamic, creative thinkers who are passionate about doing quality work. As a member of the OP team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & education. An ideal OP team member is a technology leader with a proven track record of technical excellence and a strong focus on process and methodology.