Sr CX Customer Experience Analyst in Clearwater, FL at PODS

Date Posted: 5/4/2021

Job Snapshot

Job Description

JOB SUMMARY

We are seeking an experienced Customer Experience Analyst/Specialist who is passionate about the customer and understanding their journey. The successful candidate will be responsible for 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
  • 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 and implement 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’ Electronic Feedback Management (EFM) platform; Maintain multiple user hierarchies and end user management

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • 4+ 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
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