Analyst, Customer Experience - Level 2
Rise Broadband
Date: 15 hours ago
City: Loveland, CO
Contract type: Full time
Application Deadline: 10/31/2024 or until position filled.
Position Summary
As a Customer Experience Analyst II at Rise Broadband, you will take a leadership role in understanding and enhancing the entire customer journey and customer insights. You will leverage advanced analytical skills to assess critical touchpoints, driving initiatives that improve customer satisfaction and loyalty in a competitive landscape.
Essential Duties/ Responsibilities
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
Please feel free to view our Benefits at the following link: https://www.risebroadband.com/careers/benefits
Position Summary
As a Customer Experience Analyst II at Rise Broadband, you will take a leadership role in understanding and enhancing the entire customer journey and customer insights. You will leverage advanced analytical skills to assess critical touchpoints, driving initiatives that improve customer satisfaction and loyalty in a competitive landscape.
Essential Duties/ Responsibilities
- Experience Evaluation: Lead comprehensive assessments of the customer journey with Rise Broadband, identifying and optimizing key touchpoints that significantly impact customer satisfaction and customer churn.
- Data Analysis: Conduct in-depth analyses of customer data from multiple sources, including surveys, feedback forms, and service interactions. Utilize statistical methods to interpret satisfaction metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
- Actionable Insights: Employ advanced data analytics tools to identify trends, patterns, and root causes of customer pain points. Deliver strategic recommendations to enhance customer satisfaction and loyalty, ensuring alignment with market expectations. Collaborate closely with contact center system administrators to identify opportunities for enhancing tools and utilizing system data more effectively.
- Customer-Centric Strategies: Spearhead initiatives that deepen understanding of customer needs, collaborating closely with cross-functional teams to implement these strategies effectively. Provide synthesized insights and actionable recommendations to elevate customer service, product offerings, and user experiences.
- Performance Monitoring: Oversee the tracking of key performance indicators (KPIs) related to customer satisfaction and loyalty. Report insights to stakeholders, contributing to data-driven decision-making processes. Collaborate in the development and execution of comprehensive customer experience strategies focused on enhancing satisfaction, increasing retention, and reducing churn.
- Continuous Improvement: Champion continuous improvement efforts based on data-driven insights, ensuring Rise Broadband evolves with customer needs and preferences. Analyze customer journey maps to evaluate the customer lifecycle and identify friction points. Create insightful dashboards and reports to effectively communicate findings and trends to internal stakeholders, including product managers, marketing teams, and customer support.
- 3+ years of experience in customer experience, data analysis, or a related area
- Proficient in data analytics tools and software
- Strong analytical, problem-solving, and communication skills
- Ability to work collaboratively across departments and influence decision-making
- Experience in evaluating cohort variables within data analysis
- Excellent communication skills, capable of translating complex data into clear, compelling narratives for diverse audiences and stakeholders, both verbally and in writing
- Bachelor’s degree in Business, Marketing, Data Analysis or a related field is a bonus.
- Advanced knowledge of Excel and PowerPoint. Bonus: Has some knowledge of SQL.
- Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
- Working conditions may include being in an open (shared) cubicle/workspace area.
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
Please feel free to view our Benefits at the following link: https://www.risebroadband.com/careers/benefits
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