Customer Experience Analyst

What are we looking for in our Customer Experience Analyst?

The Information Technology team at Russell Tobin & Associates is supporting a top social media organization that has an opening for a remote Customer Experience Analyst.

100% Remote
Schedule: Monday – Friday, 8am – 5pm PST
Pay Rate Range: $40 - $55/hour W2, based on experience
Duration: 2 years contract

Responsibilities
Manage end-to-end analytics, reporting, and partnerships across multiple customer touchpoints including purchase and delivery journeys.
Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, social media) and channels (e.g., direct to consumer, supply chain) to identify trends, pain points, and areas of improvement.
Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
Design and implement customer experience improvement initiatives that align with business objectives and priorities.
Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations.

Required Qualifications
6+ years of experience in data analytics, including experience in customer feedback or survey analysis, statistical analysis, marketing analytics, data science, or related fields
3+ years of experience in customer experience or customer insights analytics
Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders’ needs
Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
Strong analytical skills working with large datasets and statistical analysis methods; comfortable using SQL.
Proficiency in data visualization tools (e.g., Tableau, Power BI)
Experience with statistical analytics techniques and using R or Python or a similar scripting language/tool for analysis
Demonstrated ability to work collaboratively with cross-functional teams.
Excellent data-led storytelling with the ability to convey complex insights to non-technical stakeholders

Desired Qualifications
Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or related field
Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
Background in digital or marketing analytics
Background in ecommerce and direct to consumer business and analytics
Familiarity with consumer electronics or retail business
Knowledge of predictive analytics or ML/AL techniques is a plus
Survey design and CX program management experience is a plus 

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

Rate/Salary: $40 - $55/hour W2, based on experience