Customer Experience Analyst

Job title: Customer Experience Analyst

Job description: Reporting to the Marketing Analytics Manager and being a member of the Marketing Intelligence team, the incumbent is responsible for the collection and interpretation of data characterizing the company’s customer experience. The focus is on real data, either from observation or modeling of customer behaviors. Their function is to support and develop a Voice of the Customer Program, from the point of view of his area of expertise, and information processing.

In collaboration with the Marketing Strategist, Customer Experience, they will apply their technical, analytical and business understanding to understand the customer experience and needs and guide the strategic and operational decisions of the customer journey. Their role will support the organization in its transformation towards customer-centricity, both at the marketing team and cross-functional team levels. They will be responsible for the existing tools or those to be put in place to make the information tangible from the data collected.

The role also requires involvement in the strategic development of the Voice of the Customer Program, the definition of priorities and its execution according to the company’s quality standards.

Responsibilities

• Be responsible for market research methods, techniques and execution and survey management that support the customer experience;
• The analyst must have a strong background in consumer research methodologies and execution, primarily focused on quantitative approaches (questionnaire design, data cross-referencing etc.) ;
• Understand Customer Experience and NPS methodologies and survey design (customer decision trees, questionnaire design, NPS, driver analysis, etc.), demonstrate a critical eye and consistency with our dashboards and trackers, ad hoc research and use of qualitative research ;
• Provide ongoing project management and reporting (weekly, monthly, quarterly) on customer experience. The candidate will analyze results and data, to support the creation of integrated business cases and ultimately recommendations to our stakeholders (Experience CX, Marketing, E-commerce and senior management) – driving a pervasive customer experience ;
• Support the creation of dashboards. Working knowledge/familiarity with Power BI, NLP and data modeling techniques. Experience with CX platforms such as Qualtrics (a plus). Create robust measurement and reporting platforms and standards (scorecards and dashboards) that will optimize information delivery processes. This includes integrating ad hoc quantitative and qualitative tools to improve presentations, inspire and drive customer-centric actions.

Requirements

• A degree in Marketing, Mathematics/Statistics or other related field or equivalent practical experience.
• 3+ years of quantitative market research experience or an equivalent combination of experience and education.
• 3+ years of experience with traditional and digital market research techniques.
• Expertise working with customer satisfaction/experience tools and methodologies preferred.
• Ability to manage multiple projects – strong quantitative research project management skills.
• Exceptional interpersonal, presentation and collaboration skills.
• Superior data management, manipulation, interpretation and analysis skills.
• Prior experience working with CX EFM platforms such as Qualtrics, including hands-on experience programming and testing surveys with Qualtrics.
• Have working knowledge of data reporting and visualization tools such as PowerBI and Qualtrics dashboards.
• Knowledge of Python, R , SQL or other statistical analysis or data transformation tools.

Company: Air Transat

Expected salary:

Location: Montreal, QC

Job date: Sat, 22 Oct 2022 05:35:06 GMT

Job Source: Careerjet.ca

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