Calculated Hire · 5 days ago
Customer Experience Analyst
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
3+ years expCalculated Hire is seeking a skilled Senior Customer Experience Analyst to join the Voice of the Customer team at a Fortune 50 retail client. This role will play a critical part in turning customer feedback data into actionable insights to drive decision-making for the customer experience and online organization.
Recruiting
Responsibilities
Conduct competitive analysis and benchmarking to identify best practices in customer experience and ensure this retailer remains a leader in serving customers
Support ongoing enhancements to the Voice of the Customer program by creating and refining analytic models, scorecards, and dashboards
Lead or support projects focused on process improvements, rooted in customer feedback and data analysis, to drive meaningful change within the business
Present findings and recommendations to key stakeholders, confidently advocating for the customer perspective and encouraging informed decision-making
Manage customer satisfaction KPIs, such as LTUA scores, and produce regular reports for internal stakeholders that highlight actionable insights
Collaborate cross-functionally, balancing competing priorities and developing effective solutions to enhance the customer journey
Gather requirements from business stakeholders for new surveys, configure and deploy surveys on the Qualtrics platform, ensuring solutions meet business objectives and deliver actionable results
Qualification
Required
Bachelor's degree or higher in Business, Marketing, Data Analytics, or a related field (or equivalent work experience)
Minimum 3-5 years of professional experience in analytics, business intelligence, or customer experience, preferably in a retail setting
Proficient with the Qualtrics application, including survey building, customization, and reporting
Advanced Excel and PowerPoint skills; proficiency with analytic platforms such as SQL
Strong communication and storytelling abilities—able to translate complex data into clear, actionable insights for stakeholders
Preferred
GBQ experience is strongly preferred
Company
Calculated Hire
Calculated Hire is a Staff Augmentation Entry Level Hiring Solutions Managed Services, Accounting Finance, Compliance Marketing, etc.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase