Customer Experience Analyst
About The Position
Robert Half, one of FORTUNE’s World’s Most Admired Companies and a Fortune 100 Best Companies to Work For is hiring for a Customer Experience Analyst to join the Marketing Customer Experience department. The Customer Experience Analyst manages the day-to-day execution and analysis of Robert Half’s customer experience listening programs across client and candidate journeys. Responsibilities include administering surveys and feedback channels, analyzing quantitative and qualitative data, developing reports and visualizations, and monitoring customer signals across multiple sources. Working with internal teams and external partners, the analyst helps test and improve listening programs and expand the use of automation, text analytics, and AI-assisted analysis. The analyst independently investigates customer experience trends, identifies emerging risks, and recommends improvements to listening programs and reporting processes.
Requirements
- Bachelor's degree in business, marketing, research, analytics, social sciences, or a related field, or equivalent professional experience.
- Previous work/professional experience (Type and # of years): 5+ years in customer experience, customer insights, survey research, market research, analytics, or related work.
- Strong analytical judgment, quantitative and qualitative analysis, data quality, research fundamentals, problem solving, process improvement, and management of recurring workstreams.
- Clear written and verbal communication, collaboration across business, technical, and vendor teams, strong follow-through, curiosity, and attention to detail.
- Advanced Microsoft Excel and PowerPoint, intermediate experience with Qualtrics or a comparable enterprise survey platform, visualization tools, statistical analysis, including frequencies, cross-tabulations, trend analysis, and related techniques, text analytics, and artificial intelligence-assisted analysis.
Responsibilities
- Own recurring customer experience reporting cycles, including data preparation, quality assurance, and development of summaries and materials for CX leadership to present.
- Independently analyze survey results, trends, and segments using appropriate statistical methods.
- Analyze open-text feedback using established coding frameworks, taxonomies, and validation rules.
- Create PowerPoint charts, tables and summaries that explain meaningful patterns, changes, and areas requiring deeper investigation.
- Use text analytics and artificial intelligence tools for theme identification and summarization, validating outputs against source data and established coding standards.
- Support report automation, dashboard maintenance, data-feed validation, and improvements to repeatable analysis and reporting processes.
- Independently manage established customer experience survey programs, including programming, distributions, contact lists, suppression rules, workflows, and ongoing maintenance.
- Test survey links, logic, data capture, and workflow changes before launch and after major updates.
- Lead development, configuration, testing, monitoring, and analysis of digital intercepts in partnership with internal teams and external vendors.
- Engage with vendors and internal partners on troubleshooting, testing, and specialized program enhancements. Will maintain program documentation.
- Synthesize feedback, interaction, behavioral, and operational data when available to support broader customer experience investigations.
- Lead focus groups and individual interviews with clients and candidates through scheduling, notetaking, organization, and thematic synthesis.
- Conduct customer experience analysis and investigations to answer business questions and support decision-making.
- Monitor dashboards and structured and unstructured data sources for notable changes, emerging themes, and customer friction.
- Review reporting alerts and threshold changes, validate the signal, document findings, and share results with the appropriate team.
- Partner with Customer Experience, Design, Digital, Technology, Data, and other teams to support research and measurement initiatives.
Benefits
- group health insurance benefits (medical, vision, dental)
- FSA and HSA healthcare accounts
- life and accident insurance
- adoption and fertility assistance
- paid parental leave of up to 6 weeks
- short/long term disability
- paid time off for vacation, personal needs, and sick time
- up to 17 days of CTO per calendar year
- up to 11 paid holidays per calendar year
- company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
