Customer Experience (CX) Business Insights Analyst

Our partner in Madison, WI is seeking a Customer Experience Business Insights Analyst to sit in either the Madison, Sauk City, or Onalaska, WI offices! You’d be working across a variety of teams and with key stakeholders to improve the customer experience through rigorous data analysis, research, requirements gathering, complex design, and identifying solutions to system issues. The ideal candidate is an excellent communicator with good customer experience and focus. Apply today!

What you’ll do

  • Collaborate with cross-functional teams in the synthesis of insights across multiple data sources to identify trends and provide recommendations to improve the overall customer experience
  • Perform deep dive analyses to understand trends, anomalies, and insights that will drive operational improvements
  • Translate business objectives into functional data requirements and balance them with technical feasibility, recommending changes
  • Craft data stories through presentations, written summaries, and data visualization that accurately outline problems statements and provide actionable recommendations
  • Conduct customer impact analysis by working with stakeholders to provide insights and solutions
  • Work closely with the Market Research Team (using Qualtrics as a survey software), along with the Sales Unit, Marketing Team, Data Warehousing, and others
  • Partially operate as a Business Analyst to gather technical requirements, work with stakeholders to understand how the system works, assist in the rollout of an advancement, follow appropriate CX channels when performing testing, and aid in a small implementation

What you’ll bring

  • Bachelor’s degree in mathematics, data science, or a business field (equivalent relevant experience will be considered in lieu of education)
  • 3+ years of experience driving organizational change through data analysis impacting or innovating customer insights or customer experience work, preferably with direct involvement in a health insurance or healthcare environment
  • Advanced MS Office skills, specifically advanced experience with MS Excel (pivot tables, modeling, creating charts/graphs)
  • Extensive experience in roles combining data analysis/business intelligence, research, and strategy
  • Experience analyzing all types of data including CSAT, NES/CES, NPS survey, text analytics, and metrics that provide insight into customer loyalty, lifetime value, and digital behaviors
  • Experience with VOC (Voice of Customer) listening posts or customer satisfaction tracking at the transaction or production level
  • Ability to understand and discuss technical issues, problem solve, and apply analytical thinking skills
  • Interact effectively and foster key partnerships with internal and external parties, such as C-Suite executives
  • Knowledge of CX best practices, standards, and customer centric CX methodologies
  • Act as an ambassador for a CX culture while presenting a positive impression of self and company
  • Demonstrated success with cross-functional project teams and use of collaboration and influence to produce strong outcomes in projects
  • Experience as a CX practitioner and project management preferred
  • Authorization to work in the United States without sponsorship
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