173 applicants

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Company

Trane · 11 hours ago

Customer Satisfaction Insights Sr. Analyst

Davidson, NC

Full-time

Remote

Entry, Mid Level

$78K/yr - $108K/yr

2+ years exp

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Responsibilities

Supports activities related to championing the customer via primary research, ensuring ‘customer is at the table’ mentality across the organization

Manages some or all aspects of projects, including business partner relations, vendor management and general oversight of key project milestones.

Interprets research results, assist in constructing presentations that effectively tell a story.

Effectively interpret business challenges from key stakeholders and identify insights from CSAT programs that address the situation in a succinct manner.

Effectively partner with other customer insights team members to identify efficiencies, leverage collected insights, share best practices, and continually improve processes and procedures.

Adhere to team processes and procedures, participate in fostering an environment which utilizes standard work practices.

Construct insights and research dashboards, reports and presentations that convey customer empathy and are actionable.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Satisfaction AnalysisProject ManagementQualtricsTableauSPSSReport WritingContinuous ImprovementRelationship ManagementStrategic Thinking

Required

BS degree with 2-5 years related business experience.

2+ years insights project management experience, preferably in a corporate setting.

Relationship management experience.

Results oriented to drive team efficiency and effectiveness.

Strong analytical skills and working with variety of software data programs, including Qualtrics, Tableau and SPSS.

Curious learner, willing to challenge status quo.

Experience in report writing and presenting.

Continuous improvement (Lean/six sigma training) is a plus.

Demonstrated experience in development and deployment of ongoing insights programs, including but not limited to Customer Satisfaction & Customer Experience studies.

Proficient at identifying the best way to address business questions/challenges with satisfaction related insights.

Strategic thinking/planning with ability to translate customer insights into succinct, action-oriented stories and visually compelling reports.

Strong analytical, interpretation and reporting skills.

Ability to connect dots across not only satisfaction results, but in combination with other insights and operational data.

Adept with real-time reporting of data via dashboards/portals.

Comfort with unstructured and structured data analysis including significance testing, key driver analysis, ROI and predictive modeling, and sentiment and theme analysis.

Strong communication and presentation skills, ability to interact with all levels of the organization.

Possess strong track record of building/maintaining business relationships with partners at all levels, including peers, subordinates and senior leaders.

Strong project management including supplier/vendor management.

Strong organization and attention to detail.

Self-motivated and proactive contributor to a tight-knit, collaborative team environment.