Sr Analyst-Customer Experience

Uniti•Little Rock, AR

About The Position

The Sr. Analyst - Customer Experience supports the day-to-day execution and ongoing development of Uniti’s customer experience (CX) program within Sales Operations. The role manages customer survey activities, administers customer feedback processes, analyzes customer experience data, and participates in improvement initiatives under the direction of the Director of Sales Operations. It also provides direct customer support by responding to inquiries, coordinating resolution of concerns, and communicating updates. The role works with customers and cross-functional teams to understand customer needs, translate feedback into actionable insights, and improve the overall customer experience.

Requirements

Bachelor’s degree in business, marketing, communications, data analytics, or a related field; customer experience or project management experience may be considered in lieu of a degree.
Excellent verbal and written communication skills.
Experience in customer care, customer service, customer experience, sales support, or a related customer-facing role.
Ability to communicate professionally with customers, clarify their needs, and coordinate issue resolution.
Strong organizational, project coordination, and time management skills, with the ability to build effective cross-functional relationships.
Proficiency in Microsoft Outlook, PowerPoint, Word, and Excel.
Ability to analyze data, develop reports, and translate findings into actionable recommendations.
Ability to manage multiple priorities in a stressful environment while maintaining a positive and pleasant manner.
Ability to manage a large volume of work and perform multiple tasks in a fast-paced office environment.
Ability to travel up to 10%.
Ability to work flexible hours, including evenings, holidays, and weekends.

Nice To Haves

Experience managing customer surveys, Voice of the Customer (VoC) programs, or customer feedback processes.

Responsibilities

Manage day-to-day Voice of the Customer (VoC) program activities and administer the customer experience management platform, including survey design, configuration, testing, distribution, and maintenance, as well as workflows, dashboards, and reporting.
Respond to customer inquiries, identify customer needs, resolve issues within established procedures and authority, and coordinate with internal teams when additional assistance is needed.
Share recurring customer concerns and themes with leadership and stakeholders to inform customer experience reporting and improvement recommendations.
Administer and improve the customer closed-loop feedback process by coordinating follow-up with business owners, tracking actions and resolutions, escalating outstanding items, and recommending improvements to adoption and effectiveness.
Analyze customer feedback and experience measures to identify trends, recurring issues, and opportunities for improvement; communicate actionable insights and recommendations to stakeholders.
Support the planning and coordination of customer experience improvement initiatives and track milestones, deliverables, and outcomes; evaluate changes in customer experience scores and related business measures to help assess effectiveness.
Monitor survey delivery, including bounced emails and other participation barriers, and coordinate corrective actions to improve survey reach and participation.
Partner with Business Intelligence, Sales Analytics, and operational stakeholders to integrate customer feedback with sales, account, and operational data and develop reporting to support prioritization and decision-making.
Explore opportunities to use artificial intelligence and emerging technologies to improve feedback analysis, reporting, and program efficiency; recommend opportunities and support approved pilots consistent with company data-handling and governance requirements.
Develop presentations, dashboards, training materials, and stakeholder communications explaining customer insights, program performance, and improvement priorities.
Support customer journey mapping and other CX projects to identify experience gaps across relevant customer touchpoints.
Perform other related duties and special projects as assigned.