CX Research Analyst

Careers

CX Research Analyst

The CX Research Analyst will deliver analysis of social media, customer experience, digital experience, voice & text, operational performance and other data streams to identify, recommend and support business enhancement strategies to improve the overall performance of each client. This position works on an analytic team to assess key customer, internal and other processes that have an impact on the customer journey. The CX Research Analyst will interpret data, identify root causes.

  • Assesses current business performance against the business strategy
  • Analyzes qualitative and quantitative data and identifies opportunities
  • Conducts planning, data collection, data cleansing and data linkage in preparation for analysis.
  • Reviews and documents current processes as part of gap or root cause analysis
  • Facilitates and conducts root cause analysis to determine the underlying drivers behind gaps
  • Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs
  • Works with multiple teams of business practitioners to synthesize findings
  • Produces documentation of key insights
  • Contributes to team objectives and outcomes.
  • Produces quality analysis or root cause work with minimal supervision; meets timing demands.  
  • Perform analysis of large client data sets and provide recommendations for improvement related to the project initiative
  •  Ability to multi-task, prioritize, and meet timelines on deliverables
  • Self-starter, sense of urgency, and works well under pressure
  •  Strong attention to detail

EDUCATION AND EXPERIENCE

Bachelor’s degree in related field from a four-year college or university

CANDIDATE PROFILE

  • Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.
  • Strong organizational skills.
  • Strong problem-solving skills;
  • Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources.
  • Good written and oral communication skills; strong interpersonal communication and ability to work well in teams.
  • Strong client service orientation
  • Experience with contact centers, customer satisfaction or CX data analysis is preferred  

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