Data Analyst SR

Data Analyst SR  Location: Remote Duration:36 Months    Develop an understanding of our customers’ digital experience, and using several data sources, identify key opportunities for improving their experience.  • • Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner  • • Tracking daily, weekly, and monthly quantitative digital Customer Satisfaction (CSAT) data, prepare and deliver various scorecards and reports. Prepare reports and presentations.  • • Collaborate with stakeholders across Client to champion customer-centricity and the use of customer feedback to improve the customer experience.  • • Perform analysis on quantitative and qualitative data and provide insights/recommendations to stimulate action.  • • Participate in proactive team efforts to achieve departmental and company goals.  • • Develop mathematical models of digital customer experience drivers and impacts.  Responsibilities and Day-to-Day:  • • Analyze VoC data and provide meaningful, measurable insights to improve customer experience.  • • Partner with Design, Product, Business & Tech Dev to ensure actions are taken to address issues.  • • Identify customer pain points affecting the customer experience from survey data in a timely manner.  • • Participate in proactive team efforts to achieve departmental and company goals.  • • Use Quantum Metric tool to size how big is the customer pain point and view customer sessions to understand the customer issues deeper.  • • Perform root cause analysis with relevant Subject Matter Experts.  Qualifications:  • • Bachelor''s degree in Business Administration, Marketing, Computer Science, User Experience Research or similar disciplines.  • • 5+ years of experience in data analytics, data management, or customer research-focused roles – preference for direct Voice of Customer experience, CX measurement, structured and unstructured data analysis.  • • 5+ years of experience in customer survey tools and associated analytics portals (Verint, Qualtrics etc.)  • • Experience with Quantum Metric or equivalent Session Replay tools.  • • Analytical thinking – able to objectively interpret research, extract insights, and communicate in a motivating way.  • • Experience creating and sharing dashboards / data visualizations.  • • Passionate advocate: drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization.  • • Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others.  • • Strong project management skills with the ability to juggle multiple priorities simultaneously in a fast-paced environment.  • • A keen, highly sharpened sense of curiosity.  • • Understanding of customer journey mapping, user experience flows and customer journey analytics.  • • Highly self-motivated, solutions-oriented, and proactive problem-solving  • • Approaches conflicts as opportunities  • • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)  • • Experience with data extraction and analysis tools; Tableau, PowerBI or equivalent.  • • Experience creating and sharing dashboards / data visualizations