Long term contract with the potential to go direct supporting marketing/”voice of the customer” data reporting. 100% remote but candidate must be in the USA. Both Associate and Senior level positions available.

Description:

• 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 the company 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.
• Analyze VoC data and provide meaningful, measurable insights to improve customer experience.
• Partner with Design, Product, Business and 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 User Experience Research, Market Research, Business Administration, Marketing, 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.

Synectics is an Equal Opportunity Employer

Compensation commensurate with experience