Position Purpose:
The Customer Experience Sr. Analyst will assist with strategy across multiple channels (Desktop, Tablet, Mobile and Apps) and analyze customer behavior. In this role, the digital experience platform will be managed by this individual, who will be an expert in the field. In addition to creating events using JavaScript, the CX analyst will work with our Tag Management team and produce actionable reports.
Furthermore, they will assist with implementing surveys, testing, and documenting requirements. As a key member of the Customer Experience team, this analyst is responsible for monitoring the customer experience on a daily basis, handling escalation issues, and collaborating with stakeholders to create dashboards.
Key Responsibilities:
35% Build Relationships- Collaborate with Business product management, Vendors, Voice of the Customer, and IT engineering and operations teams to deliver the common online business goals. Proactively analyze and identify quality risks and develop business cases to address. Closely work with Customer Service Representative teams and appropriate tools (VoC) to analyze, identify, categorize customer issues and prioritize and channel it to appropriate teams for resolution.
35% Single Point of Contact for Site-Proactively identify site related issues and drive for quicker resolutions based on the severity by engaging appropriate teams (Business, Vendor and IT issues). Participate in root cause analysis of high priority issues with Technology, Vendor and Product teams to ensure cross-functional representation. Partner with various business teams to accurately measure business impact for high priority incidents or issues.
10% Communication-Communicate to all levels of business, IT and vendor teams.
20% Process Oriented - Create and implement operational processes to drive optimal customer satisfaction, revenue, throughput and performance. Define SLAs for issue resolution and ensure they are met.
Direct Manager/Direct Reports:
This position reports to Manager, Online Customer Experience
This position has 0 direct reports.
Travel Requirements:
Typically requires overnight travel less than 10% of the time.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Bachelor's degree in Computer Science, a related field, or equivalent education required
4 or more years of Ecommerce web site administration and/or operations experience
Understanding of business operational concepts
Through understanding of end to end purchase flow, customer path to purchase, fulfilment types etc.,
Experience working in customer focused ecommerce position
Experience working in an online retail environment
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
No additional education
Minimum Years of Work Experience:
4
Preferred Years of Work Experience:
No additional years of experience
Competencies:
Strong customer centric focus
Self Motivated
Ability to identify opportunities to automate
Proven track record of taking ownership and driving meaningful results
Exceptional interpersonal, communication skills
Ability to collaborate and work with team
Street smarts and willingness to roll up your sleeve and do what's necessary