Customer Experience (CX) Analyst (English speaking)
BR-São Paulo
Hyland Software
Req #: 12456
Type: Regular Full Time
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Overview: The Customer Experience Analyst 3 is responsible for collecting and analyzing customer feedback and sharing actionable insights and recommendations with key stakeholders to drive customer satisfaction. Responsibilities: * Collect and analyze and interpret customer feedback interactions and experiences to identify common issues and areas for improvement in the customer experience/journey. * Develop and maintain dashboards to showcase key performance indicator metrics and actionable insights that can help improve customer satisfaction and retention. * Monitor and report on customer experience metrics and trends (e.g. NPS CSAT). * Collaborate with cross-functional teams (e.g. product support) to implement solutions and recommend initiatives based on customer insights. * Present data-backed findings and recommendations in a visually and verbally compelling manner to stakeholders at all seniority levels to drive product and service improvements and strategic decision-making. * Keep up to date with surveying and CX best practices and proactively make recommendations for implementation in practice. * Collaborate with marketing ops on maintenance of feedback collection and comms calendar and backlog. * Actively participate and make recommendations for improvement and enhancement of the voice of customer program. * Mentor coach train and provide feedback to other team members; may provide feedback to leadership on technical abilities of team. * Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland's Information Systems Security Policy Qualifications: * Bachelor's degree or equivalent experience * Min. 3 years experience as a Customer Experience analyst preferably in the SaaS industry * Experience building dashboards using PowerBI as a data visualization tool * Experience successfully surfacing insights in visually compelling dashboards and making recommendations for actionable projects, enhancements to customer segmentation. * Experience analyzing customer feedback data and interactions * Experience in Customer success principals, such as journey mapping * Strong proficiency in Salesforce * Strong proficiency in customer feedback management systems * Strong proficiency in data analysis tools * Microsoft Windows and Office proficient * Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact * Strong organizational multi-tasking and time management skills * Strong collaboration skills applied successfully within team as well as with all levels of employees in other areas * Strong Microsoft Excel skills * Strong leadership sound judgement and business acumen skills * Strong facilitation and project management skill * Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department * Strong data gathering interviewing and analytical/problem solving skills * Strong critical thinking and problem solving skills * Good understanding of customer behavior * Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions * Self-motivated with the ability to manage projects to completion with minimal oversight * Able to thrive in a fast paced deadline driven environment * Strong attention to detail * Demonstrated ability to influence motivate and mobilize team members and business partners * Strong ability to develop and use engaging informative and compelling presentation methodologies * Strong ability to handle sensitive information with discretion and tact * Strong ability to establish rapport and gain the trust of others; effective at gaining consensus * Ability to work independently and in a team environment * Ability to coach mentor and provide feedback to team members in a timely manner * Strong knowledge of operating systems such as Salesforce * Strong fluency in English (written/spoken) * Up to 5% travel time required
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