Customer Experience Analyst

Customer Experience Analyst
on W2
Hybrid in Sunnyvale, CA (2-3 days a week onsite).
Long-term contract

This is for a Customer Experience Analyst that will be part of a global customer experience practice dedicated to listening and learning from customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer centric decision-making across the business. This person will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience. The key areas of expertise to be successful for these roles are:

Proficient in SQL
Highly technical role - like a data scientist - this is needed to support gaps in the program
Must be able to synthesize data
Must be able to analyze data
Must have Tableau experience
Must have Hive Table experience
Data science skills are critical

To be a strong fit for the role, they need a Customer Experience Analyst:

• 6+ years of experience in customer data analytics, including experience in customer feedback or survey analysis, statistical analysis, data modeling, marketing analytics, data science
• 3+ years of experience in customer experience or customer insights analytics
• Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders’ needs
• Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Strong analytical skills working with large datasets and statistical analysis methods; high proficiency using SQL.
• Proficiency in data visualization tools (Tableau and Power BI)
• Experience with statistical analytics techniques and using R or Python or a similar scripting language/tool for analysis
• Demonstrated ability to work collaboratively with cross-functional teams.
• Excellent data-led storytelling with the ability to convey complex insights to non-technical stakeholders

Desired skillset:
• Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or related field
• Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
• Background in digital or marketing analytics
• Background in ecommerce and direct to consumer business and analytics
• Familiarity with consumer electronics or retail business
• Knowledge of predictive analytics or ML/AL techniques is a plus
• Survey design and CX program management experience is a plus

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.