CX Analyst II

Danaher•Brea, CA

20h•$80,000 - $90,000•Remote

About The Position

The CX Analyst II will be responsible for playing a crucial role in enhancing Beckman Coulter's customer experience by driving data-driven insights and strategic initiatives. This full-time position is ideal for an analytically minded individual eager to make a significant impact on the customer journey within a dynamic organization. This position reports to the Manager, Digital Customer Experience and is part of the CRM and Customer Experience team located in Brea, CA and will be fully remote. If you thrive in a fast-paced, technical, highly critical role and are driven to build a world-class digital organization, this opportunity is for you. The CX Analyst II for Beckman Coulter Diagnostics will be responsible for strategically analyzing, developing, and expanding our customer experience initiatives. This role involves capturing comprehensive requirements, conducting advanced data analytics, and actively driving the integration of our CX platform (Medallia) across the organization to enhance customer journey insights and improve key CX metrics.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Business Analytics, Data Science, or a related quantitative field.
Demonstrated two years of experience in business analysis, including requirements gathering, workflow mapping, and documenting system integrations.
Proven proficiency and experience in advanced data analysis, interpretation, and visualization using tools such as Power BI, Excel, and Looker Studio.
Experience with SQL for querying and managing data within large datasets, with exposure to data warehousing solutions like Snowflake preferred.
Strong communication and presentation skills, with the ability to articulate complex analytical findings to both technical and non-technical stakeholders.
Ability to travel approximately 15%, overnight, within territory or locations

Nice To Haves

Direct experience with Customer Experience Management (CXM) platforms, particularly Medallia, including familiarity with its deployment and configuration across various touchpoints.
Usability testing methods and tools, and a strong understanding of user experience (UX) principles.
Basic knowledge of programming or scripting languages such as Python or JavaScript for data manipulation or web interaction analysis.
Experience with Content Management Systems (CMS) like Sitecore, especially in understanding content delivery and user interaction.

Responsibilities

Business Analysis and Experience Optimization: Lead efforts to capture comprehensive business requirements and detailed insights from stakeholders across the organization, mapping customer interactions and identifying opportunities for enhancing the customer journey. Analyze user behavior and conduct usability evaluations to identify friction points within digital experiences providing recommendations to optimize user experience and workflow efficiency.
CX Platform Expansion & Integration: Actively contribute to the strategic growth of our Customer Experience platform (Medallia) by identifying new organizational touchpoints and data sources for integration. Collaborate with various departments to scope, plan, and support the onboarding of new surveys and feedback channels to ensure a holistic view of the customer.
Advanced Data Analytics: Conduct in-depth analysis of customer behavior, feedback, and operational data utilizing powerful platforms like Medallia, Snowflake, Power BI, Google Analytics, and other data sources. Transform complex datasets into clear, actionable insights to drive strategic decisions.
CX Metric Improvement: Focus on improving key Customer Experience metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES) by identifying root causes of dissatisfaction or friction and proposing data-backed solutions. Leverage insights directly from our CX platform to inform these improvements.
Strategic Recommendations & Reporting: Develop and present compelling reports, dashboards, and executive summaries that highlight trends, findings, and strategic recommendations for CX enhancements. Effectively communicate analytical results to diverse audiences.