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Company

The Christian Broadcasting Network · 1 day ago

Remote Contact Center CX (Customer Experience) Analyst

United States

Full-time

Remote

Entry, Mid Level

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Responsibilities

Develop processes to collect and analyze multi-channel Voice of the Customer (VoC) data

Gather insights and provide data-driven recommendations to improve the customer experience

Ensure alignment between customer and employee satisfaction by identifying insights that drive meaningful experiences

Create, implement, and analyze customer or employee surveys

Interpret both qualitative and quantitative insights from multiple channels

Knowledge of customer experience (CX) principles, such as Voice of the Customer (VoC) strategies

Create reports, dashboards, and presentations that translate insights into actionable recommendations

Develop and execute communication strategies that align with organizational goals

Manage multiple tasks simultaneously and meet deadlines in a fast-paced environment

Establish professional rapport with all levels of management, staff and outside public

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 surveysData analysisVoice of the CustomerCustomer journey mappingMicrosoft OfficePower BICommunication strategiesBiblical knowledgeGroup collaboration

Required

Experience creating, implementing, and analyzing customer or employee surveys

Proficiency in data analysis, with the ability to interpret both qualitative and quantitative insights from multiple channels (e.g., surveys, interactions, feedback)

Knowledge of customer experience (CX) principles, such as Voice of the Customer (VoC) strategies, net promotor score, sentiment analysis

Experience creating reports, dashboards, and presentations that translate insights into actionable recommendations for leadership and staff

Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other content creation tools like Power BI

Exceptional written and verbal communication skills, with the ability to convey complex insights in a clear, concise, and compelling manner to various business levels

Proven experience developing and executing communication strategies that align with organizational goals and enhance both employee and customer experience

Strong technical aptitude with the ability to quickly learn and adapt to new systems, software, and architecture, including VoC and customer feedback platforms

Excellent organizational skills with the ability to prioritize, manage multiple tasks simultaneously, and meet deadlines in a fast-paced environment; continually learning and finding ways to innovate and improve

Strong problem solving and group collaboration skills, including the ability to positively and professionally receive and provide feedback to others

Strong interpersonal skills with ability to establish professional rapport with all levels of management, staff and outside public

Biblical knowledge and strong, active faith with a heart for CBN’s Mission and values, demonstrating passion for carrying Christ-like character through job performance

Ability to work from home with access to a high-speed internet router

Preferred

Knowledge of customer journey mapping and personal development desirable

Benefits

Healthcare for full time positions

Company

The Christian Broadcasting Network

CBN is a global nonprofit ministry demonstrating the love of God and sharing the Gospel of Jesus Christ through media evangelism and humanitarian aid.

Founded in 1960