Customer Experience Analyst
BRAVO17 is hiring a Customer Experience Analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Summary
Location: Remote, prefer location in Washington DC or Atlanta areas
Travel: Some travel required
Security Clearance: Secret Preferred (or willingness to apply for Secret)
Position Summary: As a Lead Customer Experience (CX) Analyst, you'll leverage product, business operations and customer sentiment data to plan and execute creative studies that inform strategic decisions across the organization. you'll provide actionable insights and recommendations through newsletter updates, informative dashboards and presentations to a diverse group of stakeholders, including senior leadership. As a champion of the discipline, you'll foster a culture of research and continuous learning across the organization.
Responsibilities
Partner with teams across the organization to align on a unified research strategy that informs the evolution of our Voice of the Customer and other benchmarking programs
Establish standards to define, monitor and analyze digital experience metrics, with an emphasis on customer sentiment, engagement, adoption, retention and task success
Analyze structured and unstructured data from multiple sources, such as Voice of the Customer surveys, call transcriptions, chat logs and product analytics
Design accessible reports and dashboards that provide customer insights and inform decision- making across the organization
Actively identify, estimate and prioritize research opportunities across the organization
Gather and synthesize research findings into actionable insights, packaged and delivered in a compelling narrative to effect change
Apply a deep understanding of project assumptions and/or potential bias when planning and conducting research studies, and limit those biases whenever possible
Build relationships across the organization as an evangelist and thought leader of the research discipline
Strengthen the maturity of the research discipline by mentoring and shaping best practices through dedicated feedback, collaboration, delegation and interactive learning activities
Qualifications
Secret or higher clearance preferred, but applicant must be willing and able to apply for DOD Secret
7 years of experience or equivalent competency in customer experience research, digital analytics, data analysis or a similar field
2 years of experience or equivalent competency mentoring researchers or analysts
Master’s degree or equivalent competency in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field
Demonstrated expertise leading quantitative research activities, such as survey design and governance, sentiment analysis, clickstream analysis and statistical analysis
Demonstrated expertise collaborating with teams to curate, plan, execute, synthesize and share insights for multiple large-scale and complex initiatives
Demonstrated expertise presenting and storytelling
Demonstrated expertise querying, joining and manipulating raw data for analysis
Demonstrated expertise with web analytics and survey tools, such as Qualtrics, Adobe Analytics or Fullstory
Demonstrated expertise with data visualization tools, such as PowerBI or Tableau
Demonstrated ability to build a research community of practice at scale