CX Data Analyst (BOG)

Summary

The Customer Experience Data Analyst provides best-in-class support by analyzing data to provide actionable insights and tell a compelling, but accessible story to senior management and key stakeholders. This position will work across multiple product lines and functional areas supporting the broader Customer Experience team. This role requires strong communication and consulting skills that guide the team toward high-impact opportunities. The ideal candidate will exhibit a high level of technical expertise in data analysis that measures the success of developed solutions.

Key Responsibilities

• Acquire and comply with structured and unstructured data and verify its quality and accuracy.
• Perform analyses of historical data to surface trends and insights using advanced analytical methods. Validate analytical techniques employed by other analysts.
• Develop, own, and manage recurring analytic or reporting processes.       
• Prepare and deliver expert-level visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.                                                                                                                                
• Collaborate with various departments, including marketing, product development, customer support, and engineering to implement CX initiatives.
• Monitor the impact of implemented changes and make adjustments as necessary.
• Communicate effectively and professionally with all levels of management both internally, and with key Client/Prospect contacts.
• Work closely with data scientists, IT, and business intelligence teams to ensure data accuracy and availability.
• Maintain and update relevant spreadsheets/ process documents.
• Escalate any concerns to senior management and work to identify an appropriate mitigation strategy (if possible).

Qualifications

• Minimum 3-5 years experience working with customers of varied technical knowledge and business needs, of which one to two years were spent in Customer-Experience-related roles.
• Advanced, near-native English proficiency.
• Excellent verbal, written, and interpersonal communication skills.
• Minimum 2 years in data analysis and data interpretation.
• Ability to work through difficult situations with professionalism and diplomacy, strong ability to indirectly influence others, and maintain confidentiality of proprietary information. 
• Ability to multitask and prioritize.
• Proficient in Data software and Google Suite. 
• Strong computer skills. 
• Ability to maintain a professional atmosphere in a fast-paced environment.
• High degree of initiative, self-motivation, and ability to motivate others.
• Ability to provide a working atmosphere that is positive and productive

Not required, but nice to have!

• Experience with working with hybrid department 
• Looker, DOMO experience 
• Dixa or Miuros experience 
• Not required to have pets, but highly recommended!