Customer Experience Analyst (Hybrid)

NYCM Insurance•Town of Edmeston, NY

16h•Hybrid

About The Position

The Customer Experience Analyst is responsible for analyzing internal and external customer data. The CX Analyst will support and assist management and the division through gathering key data elements and assist with research and planning.

Requirements

High School Diploma
Experience commensurate with an associate degree in mathematics, computer science, business administration, economics, or related field
Data management, reporting or project planning

Nice To Haves

Proficient computer skills including MS Office Excel.
Familiarity with database systems (data structure/warehouse, data manipulation/coding) including MS Access, AQT, SAS, and Business Objects.
Able to effectively execute according to established processes.
Creative and innovative problem solver.
Good attention to detail, organization, and prioritization skills.
Critical thinking.
Ability to draw conclusions from large amounts of data.
Clear, well-defined written communication,
Fair oral communication with the ability to listen and respond.
Ability and desire to learn new concepts, processes, and applications.
Ability to work independently or as part of a team.

Responsibilities

Compile and prepare key data elements including Effort Score, NPS, aNPS, CSAT, tone, and operational metrics relative to process and product.
Collaborate with management to develop and propose business solutions to identify opportunities.
Gather data and support benchmarking, Key Performance Indicators (KPI's) and business plans research initiatives.
Assist project team in ROI and value proposition data analysis.
Monitor and maintain surveys and dashboards.
Support survey execution through call lists and survey creation and management.
Provide data context explanations.
Assist in data query and gathering through existing queries.
Update operations procedures.
Update data dictionaries relative to research and analysis.
Conduct and/or participate in meetings as required to facilitate communication.
Attend meetings and seminars.
Be available to work additional hours, as the business need dictates.
Continue education and learning of analytical processes, methodology and outcomes, and customer experience.
Other duties as assigned.