Customer Experience Analyst

The Christian Broadcasting Network•,

6d•$21 - $24•Remote

About The Position

The Christian Broadcasting Network (CBN) is seeking a Customer Experience Analyst to support efforts that enhance customer satisfaction and employee engagement by developing processes to collect and analyze multi-channel Voice of the Customer (VoC) data, gathering insights, and providing data-driven recommendations to improve the customer experience across the Prayer Center and the organization. This professional will also ensure alignment between customer and employee satisfaction by identifying insights that drive both meaningful customer experiences and workforce engagement. Serving in this position facilitates ministry activities and contributes to CBN’s Biblical mission to advance the Gospel of Jesus Christ worldwide.

Requirements

Experience creating, implementing, and analyzing customer or employee surveys
Proficiency in data analysis, with the ability to interpret both qualitative and quantitative insights from multiple channels (e.g., surveys, interactions, feedback)
Knowledge of customer experience (CX) principles, such as voice of the customer (VoC) strategies, net promotor score, and sentiment analysis
Experience creating reports, dashboards, and presentations that translate insights into actionable recommendations for leadership and staff
Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other content creation tools like Power BI
Good written and verbal communication skills with the ability to convey complex insights in a clear, concise, and compelling manner to various business levels
Experience developing and executing communication strategies that align with organizational goals and enhance both employee and customer experience
Technical aptitude with the ability to quickly learn and adapt to new systems, software, and architecture, including VoC and customer feedback platforms
Excellent organizational skills with the ability to prioritize, manage multiple tasks simultaneously, and meet deadlines in a fast-paced environment; continually learning and finding ways to innovate and improve
Problem solving and group collaboration skills, including the ability to positively and professionally receive and provide feedback to others
Interpersonal skills with ability to establish professional rapport with all levels of management, staff and outside public
Ability to maintain a distraction-free home work environment
Ability to maintain consistent access to a high-speed cable or fiber internet router
Good manual dexterity with ability to work for extended periods of time at a computer workstation
Demonstrate life application of Biblical principles and practices in alignment with CBN’s nonprofit Christian mission
Reliable high speed internet access with minimum speed of 50Mbps (no satellite dish, wireless internet service, or DSL)
Must have router available to hardwire into computer equipment provided by CBN

Nice To Haves

Knowledge of customer journey mapping and personal development desirable

Responsibilities

Develop processes to collect and analyze multi-channel Voice of the Customer (VoC) data.
Gather insights from VoC data.
Provide data-driven recommendations to improve the customer experience.
Ensure alignment between customer and employee satisfaction by identifying insights that drive both meaningful customer experiences and workforce engagement.
Facilitate ministry activities and contribute to CBN’s Biblical mission.