Customer Insights Analyst

Cleaver-Brooks • Thomasville, GA

9h • Onsite

About The Position

Cleaver Brooks is looking for a Customer Insights Analyst to join our team in Thomasville, GA. The Customer Insights Analyst is responsible for collecting and correlating data from Power Up, IFS, CRM and other sources as required to create analytics that provide insight into team performance, product and production KPI’s, and customer experience. Use warranty data to create reports and analytics to identify warranty and quality risk. Prepare reports and Power Point presentations to review collected data with the Customer Care and Executive teams. and assist in root cause evaluation. Clarifies incorrect and/or missing information as needed.

Requirements

• Analytical & Problem-Solving: Strong ability to understand data, identify issues, and formulate solutions.
• Technical Skills: Proficiency in tools and languages such as SQL, Excel, Tableau, AI, and Power BI.
• Data Visualization: Skill in creating clear and compelling visuals to present data insights.
• Understand statistical methods to interpret data effectively.
• Ability to translate complex data into understandable information for Customer Care and executive management team.
• Assist in Identifying areas of opportunity for efficiency and performance optimization.
• Enhancing Customer Experience by polling the customer base and using data to identify customer pinch points and improve customer satisfaction.
• Providing data-driven insights to the quality department for product improvement and assist the Customer Care Department in strategic planning.
• BS degree in business, statistics, or related analytics field, Green Belt certification a plus.
• Minimum of 1 year in customer service, quality, or related field, must have exceptional skills using excel or similar analytic software.
• Work requires regular speed and accuracy operating office equipment.
• Exceptional communication skills both verbal and written.
• Work requires a minimum active physical exertion.

Nice To Haves

• Green Belt certification

Responsibilities

• Collect data from various sources, including databases, spreadsheets, and CRM database.
• Publish weekly and monthly dashboards.
• Process and cleans data by handling missing values, correcting errors, and removing inconsistencies to ensure accuracy.
• Apply statistical tools, techniques, and programming languages to analyze datasets and uncover insights, patterns, and trends.
• Develop charts, graphs, and dashboards using various software tools to communicate findings clearly.
• Prepares and presents reports to Customer Care Management Teams, to be used to solve business problems and improve outcomes.

Benefits

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level