.NET Web Developer

Novalink Solutions•Madison, WI

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.

Requirements

Writing, developing, and administering customer surveys
Using Survey software (i.e., SurveyMonkey)
Report writing and summarizing data using tables and graphs
Applying survey design methodology and best practices
Using Microsoft Excel to perform data analysis and Microsoft Office tools for presenting results
Drawing insights into customer behavior, trends, and business operations
Testing surveys for accessibility and user -friendliness
Presenting findings to both technical and non -technical audiences
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
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
3 years experience for each skill listed.

Nice To Haves

Managing an intake process for survey requests, development, inventory, and regular reporting
Data analysis and reporting tools such as MS Access, Excel, SQL Server, SSIS, SSRS, and Tableau
Using data to draw insights into customer behavior, trends, and business operations
Creating interactive dashboards and metrics reports for CX with website and videos
Leading interdisciplinary teams to bring CX data and strategies into decision making
Assisting in creation of a CX roadmap impacted by technology, processes, systems, and people
Collaborating with subject matter experts, business analysts, and data analysts to identify root causes of customer pain points and resolutions
Understanding of Google Analytics for analyzing and reporting web CX
Using a data warehouse for tracking customer interactions across all touchpoints such as systems, email, website, call center, education, and appointments
Participating on interdisciplinary teams to bring customer experience data and strategies into decision making