Senior Customer Experience Analyst

AAA•Costa Mesa, CA

8d•$84,100 - $111,900

About The Position

The Senior Customer Experience (CX) Analyst is part of the Market Research/Consumer Insights team and works on the organization’s member feedback and customer experience research studies. This position analyzes survey and operational data regarding member service experiences, needs, attitudes, and behaviors to provide insights to leadership. This individual will be responsible for ensuring the CX studies are running smoothly, problem solving when data issues arise, analyzing results to identify trends and insights, and communicating those findings and actionable recommendations - both through reporting (continuous and ad hoc) and verbally.

Requirements

Bachelor’s degree in a related field (business/economics, math, statistics preferred) or comparable experience.
2-5 years customer experience/CX research experience (market research vendor or client side)
Problem solver with analytical and data interpretation skills that can be applied across many platforms and tools.
Clear communication skills, both written and verbal
Ability to perform calculations and manipulations as needed for data validation and aggregation within analyses.
Ability to work on multiple projects simultaneously and adapt quickly to unexpected changes.
Ability to rapidly learn new processes and tools even if do not have specific experience in certain platforms.
Intermediate Microsoft Excel skills required (experience with SQL, SPSS, Tableau, Power Query, PowerPivot a plus)
Experience analyzing and working with large datasets.

Nice To Haves

experience with SQL, SPSS, Tableau, Power Query, PowerPivot a plus

Responsibilities

Monitor the setup and results of the organization’s CX studies to ensure data integrity. This includes designing, building, and maintaining monitoring methods or reports to identify issues that may arise - and assist with implementing solutions quickly.
Analyze CX survey and operational data to identify trends and actionable recommendations for the organization – this can also include verbatim (text) analyses.
Communicate the findings (both through reporting and verbally) with several levels of staff.
Design and maintain reports for the CX studies to communicate these trends to the organization – typically within PowerPoint, Tableau, or Excel.
Document existing and newly created processes related to the CX studies for reference by the larger Market Research/Consumer Insights team.