The Customer Experience Analyst 3 is responsible for collecting and analyzing customer feedback and sharing actionable insights and recommendations with key stakeholders to drive customer satisfaction.
What you will be doingCollect and analyze and interpret customer feedback interactions and experiences to identify common issues and areas for improvement in the customer experience/journey.
Develop and maintain dashboards to showcase key performance indicator metrics and actionable insights that can help improve customer satisfaction and retention.
Monitor and report on customer experience metrics and trends (e.g. NPS CSAT).
Collaborate with cross-functional teams (e.g. product support) to implement solutions and recommend initiatives based on customer insights.
Present data-backed findings and recommendations in a visually and verbally compelling manner to stakeholders at all seniority levels to drive product and service improvements and strategic decision-making.
Keep up to date with surveying and CX best practices and proactively make recommendations for implementation in practice.
Collaborate with marketing ops on maintenance of feedback collection and comms calendar and backlog.
Actively participate and make recommendations for improvement and enhancement of the voice of customer program.
Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team.
Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security PolicyWhat will make you successful
Bachelor's degree or equivalent experience
Min. 3 years experience as a Customer Experience analyst preferably in the SaaS industry
Experience building dashboards using PowerBI as a data visualization tool
Experience successfully surfacing insights in visually compelling dashboards and making recommendations for actionable projects, enhancements to customer segmentation.Experience analyzing customer feedback data and interactionsExperience in Customer success principals, such as journey mappingStrong proficiency in Salesforce
Strong proficiency in customer feedback management systems
Strong proficiency in data analysis tools
Microsoft Windows and Office proficient
Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
Strong organizational multi-tasking and time management skills
Strong collaboration skills applied successfully within team as well as with all levels of employees in other areas
Strong Microsoft Excel skills
Strong leadership sound judgement and business acumen skills
Strong facilitation and project management skill
Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
Strong data gathering interviewing and analytical/problem solving skills
Strong critical thinking and problem solving skills
Good understanding of customer behavior
Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions
Self-motivated with the ability to manage projects to completion with minimal oversight
Able to thrive in a fast paced deadline driven environment
Strong attention to detail
Demonstrated ability to influence motivate and mobilize team members and business partners
Strong ability to develop and use engaging informative and compelling presentation methodologies
Strong ability to handle sensitive information with discretion and tact
Strong ability to establish rapport and gain the trust of others; effective at gaining consensus
Ability to work independently and in a team environment
Ability to coach mentor and provide feedback to team members in a timely manner
Strong knowledge of operating systems such as Salesforce
Strong fluency in English (written/spoken)
Up to 5% travel time required
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