.NET Web Developer

Novalink Solutions LLC • Madison, WI

1d

About The Position

Under the direction of the Communications Director, the Survey Analyst at the Wisconsin Department of Employee Trust Funds is a member of the communications team and develops and analyzes internal and external customer surveys, interprets findings, and prepares reports. The Survey Analyst collaborates with the Customer Experience, Data Management, and other business units to identify customer pain points and improvements for interactions across all touchpoints.
Knowledge, Skills & Abilities
Professional with at least three years of relevant experience and/or education in the following:
Survey Development & Analysis
• Required Skills
o Writing, developing, and administering customer surveys
o Using Survey software (i.e., SurveyMonkey)
o Report writing and summarizing data using tables and graphs
o Applying survey design methodology and best practices
o Using Microsoft Excel to perform data analysis and Microsoft Office tools for presenting results
o Drawing insights into customer behavior, trends, and business operations
o Testing surveys for accessibility and user-friendliness
o Presenting findings to both technical and non-technical audiences
• Preferred Skills
o Managing an intake process for survey requests, development, inventory, and regular reporting
• Preferred Knowledge
o Data analysis and reporting tools such as MS Access, SPSS, SQL Server, SSIS, SSRS, and Tableau
Customer Experience (CX) Management
• Required Skills
o Developing a strategy to collect CX metrics such as satisfaction, effort, and the Net Promoter Score for customer interactions
o Using metrics to create customer stories, personas, and journey maps
o Applying CX management best practices
• Preferred Skills
o Creating interactive dashboards and metrics reports for CX with website and videos
o Leading interdisciplinary teams to bring CX data and strategies into decision making
o Assisting in creation of a CX roadmap impacted by technology, processes, systems, and people
o Collaborating with subject matter experts, business analysts, and data analysts to identify root causes of customer pain points and resolutions
• Preferred Knowledge
o Understanding of Google Analytics for analyzing and reporting web CX
o Using a data warehouse for tracking customer interactions across all touchpoints such as systems, email, website, call center, education, and appointments
General
• An effective communicator and team player
• Strong analytical and problem-solving skills
• Ability to manage multiple projects and meet deadlines
• Ability to influence others and to interact with individuals at all levels
• A self-starter with the ability to work both independently and collaboratively on complex projects

Requirements

• 3 years experience for each skill listed.
• Required experience writing, developing, and administering customer surveys
• Required experience with survey software (i.e., SurveyMonkey)
• Required experience with report writing and summarizing data using tables, graphs, and fact sheets
• Required experience applying survey design methodology and best practices
• Developing a strategy to collect CX metrics such as satisfaction, effort, and the Net Promoter Score for customer interactions
• Using metrics to create customer stories, personas, and journey maps
• Applying CX management best practices

Nice To Haves

• Preferred experience with data analysis and reporting tools such as MS Access, Excel, SQL Server, SSIS, SSRS, and Tableau
• Preferred experience using data to draw insights into customer behavior, trends, and business operations
• Preferred experience participating on interdisciplinary teams to bring customer experience data and strategies into decision making

Responsibilities

• Develops and analyzes internal and external customer surveys
• Interprets findings
• Prepares reports
• Collaborates with the Customer Experience, Data Management, and other business units to identify customer pain points and improvements for interactions across all touchpoints

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed