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CX Analyst

Salary undisclosed

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  • Understand data analytics tools such as Adobe Analytics and other industry-standard data tools. Know how, when, and where data is collected, and know what data can be used to best serve the team.
  • Track and analyze product performance metrics to ensure a clear and current view of the production CX and its associated friction points.
  • Leverage available metrics to monitor the health of the CX, identify areas for improvement, and implement data-driven insights to keep the CX team and business informed.
  • Possess a working knowledge of one or more industry-standard data visualization tools such as Tableau, Power BI, Quantum Metrics to monitor, measure, and report on attainment towards CX KPIs.
  • Keep a pulse of the Voice of the Customer (VOC) metrics using customer engagement data tools such as Verint and Qualtrics.
  • Collaborate with CX researchers, designers, content writers, and strategists to ensure the data supports the team’s objectives to create a cohesive narrative.
  • Participate in several projects simultaneously while meeting tight deadlines.
  • Demonstrate an understanding of business objectives and how to balance them with customer-centric needs.
  • Ability to Interpret complex data-sets, develop insights and communicate them in an easily understandable format to non-data experts.

Required Qualifications

  • Preferred bachelor’s degree, or equivalent degree, in data analytics, statistics or economics.
  • 2 years of experience in the job offered or 2 years of experience in a related occupation exploring business, information technology and data mining, simulation, and optimization.
  • Analytics skills: You can review data and determine how to identify the source of consumer pain points using that data.
  • Technical skills: You have a working knowledge of industry-standard analytics tools, data visualization software, and reporting tools to organize and present data.
  • Communication Skills: You have excellent communication, project management, and organizational skills. You can tell compelling data stories and interpret data trends to your partners and team members.
  • Empathetic + Enthusiastic: You enjoy reviewing data and can easily explain it to your team. You are enthusiastic about using data to understand the consumer needs and enjoy collaborating with a team to tell compelling stories.