Analyst II - Customer Experience in Clearwater, FL at PODS

Date Posted: 12/1/2021

Job Snapshot

Job Description

JOB SUMMARY

PODS has been recognized as having the best customer experience of the moving and storage industry and customer satisfaction is central to our core mission. We are seeking an experienced Customer Experience Analyst/Specialist who is passionate about the customer journey and data mining. The successful candidate will be responsible for tracking the customer experience, managing our customer satisfaction platforms, identifying and driving process improvements. He or she will be a key member of the Marketing team and work across functions, businesses, and systems to drive incremental and systemic changes using VOC, continuous improvement, and a solid understanding of relevant business systems. The successful candidate will have a positive outlook and a proven ability to help others see and execute on the vision of the delighted customer.

 

This position requires strong attention to detail and an ability to build relationships with all levels within the organization. The environment is fast paced and dynamic, requiring the ability to respond quickly to changing priorities across multiple projects. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Responsible for managing analytics, communications and relationships to drive continual CX improvements in multiple business units and processes, helping us understand how to create best in class customer experiences which drive profitable growth for the business
  • Analyze business metrics, customer feedback and KPIs across multiple data sources (Web, Contact Center, Review platforms, internal tools)
  • Compile friction points and utilize research data to develop recommendations and project plans for key strategic initiatives
  • Complete routine reporting requirements to support weekly, monthly and quarterly business review meetings
  • Present analysis and recommendations to internal audiences (Marketing updates, Project Management groups and across multiple Business Units)
  • Navigate and manage PODS’ feedback and enterprise experience platforms; Maintain multiple user hierarchies and end user management
  • May perform other duties and responsibilities as assigned

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Reports to the Director of Research and CSAT; will work closely with multiple Manager, Director and VP level positions 
  • Job is not directly responsible for direct report (e.g., hiring/termination and/or pay decisions, performance management)

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • 4 - 7 years’ relevant experience in Customer Satisfaction/CX/VOC program
  • Advanced Excel, PowerPoint and Microsoft Office skills
  • BS/BA preferred
  • Experience with Medallia EFM platform preferred

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

  • Multi-faceted thinker
  • Comfortable with consuming Data Analytics
  • Ability to analyze data and understand its impact to the Business
  • Proven ability to deliver under tight timeless
  • Proven ability to manage multiple projects/requests at once
  • Strong organization and project management skills
  • Excellent verbal and written communication skills. 
  • Ability to deliver presentations to senior management, front-line employees and customers
  • Process-orientated with a passion for continuous improvement and customer service
  • Able to build and maintain cross-functional relationships
  • Able to work independently and as a contributing team player
  • PRESENT SKILLFULLY: Able to prepare and deliver clear, effective, and professional presentations
  • QUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptions
  • BE STRAIGHT-FORWARD: Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptive
  • ACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions
  • BE ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making
  • BE A QUICK STUDY: Able to quickly learn and apply new information, skills and processes; Able to build on current knowledge and skills; Able to gather information from the appropriate resources to develop and execute plans when entering new situations
  • BE INNOVATIVE / CREATIVE: Able to examine the status quo and consistently look for better ways of doing things; Able to recommend changes based on analyzed needs; Able to develop proper solutions and identify opportunities
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