7 days old

Business Analyst - Customer Experience (CX)

Philadelphia, PA 19103
  • Job Code

Business Analyst, Customer Experience

Responsible for uncovering, interpreting and leveraging business and operations insights and data in order to identify key focus areas for driving and realizing Net Promoter Score, NPS growth and sustainment within the business unit. Leverage project, survey and operational data to correlate to key NPS influencers and impacts. Establish data-bound process to assist in prioritizing projects designed to enhance the customer experience. Responsible for leading analytic insight for the Customer Experience team, helping prioritize key projects, identifying key data relationships and gauging overall impact/success of journey efforts. Will work closely with corporate EBI team for additional data analysis efforts as appropriate. Below are additional responsibilities:

  • develop, conduct, and manage detailed data analysis plans and action item logs
  • yield data and insight to drive the design of the customer user experience and associated journey projects
  • identify constraints and/or opportunities across work streams and projects
  • create, deliver and manage communications with cross functional teams and leadership

  • with data, help drive a customer-focused culture across cross-functional teams
  • analyze project results for impact to NPS
  • establish data-bound process and repository to assist in prioritizing projects and areas of focus

Required Skills/Experiences:

Ideal candidate will have significant analysis and data management experience. With a proven and successful track record in identifying, analyzing and interpreting data in an effort to drive/influence strategic decisions with success. The candidate will have a passion for working across multiple systems and data sources with the goal of identifying dependencies and connections that may not be readily identifiable today. Proven ability to compel others to action with data. Additionally, he/she will have the natural ability to identify opportunities for process improvements, resulting in operational efficiencies, cost savings and improved employee satisfaction, as a result of the data findings he/she uncovers.

Additional desired skills:

  • business acumen with a strong desire to be part of a customer facing media and services business
  • ability to partner with the cross-functional teams and leaders to drive innovation through encouragement and respect for new ideas and championing change
  • ability to effectively evangelize new methodologies (data mining, etc.)
  • makes sound, logical, and data-based decisions on complex issues and problems, fully considering the risks involved

Education and Experience

  • Bachelor's degree or equivalent: advanced degree an advantage
  • 5+ years business/operations analyst or related experience
  • 5+ years quantitative and business analysis skills

  • Telecom or customer facing media and services business experience highly preferred

  • knowledge of business, management and marketing principles and practices
  • proficient in relevant software applications, including Microsoft Office

Key Character Traits

  • Responds constructively to new demands, priorities, or challenges
  • Demonstrates resilience in the face of rejection, setbacks, or resistance
  • Exemplary and demonstrated communications skills including ability to clearly articulate complex data/analysis concepts to different audiences and ability to present to leadership and large groups
  • Excellent problem-solving skills with the ability to pragmatically evaluate commercial concerns and customer/partner needs
  • Consistently meets or exceeds goals, conveys a sense of urgency and drives projects to closure
  • Ability to exercise independent judgment and discretion in confidential matters of significance
  • Enthusiastic, dynamic, high-spirited, and collaborative

Key Competencies

  • Communication skills
  • Problem analysis and solving
  • Strategic thinking and planning
  • Judgment
  • Attention to detail
  • Stress tolerance
  • Customer focus
  • Presentation/communication skills


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Business Analyst - Customer Experience (CX)

Randstad Technologies
Philadelphia, PA 19103

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Randstad Technologies
Philadelphia, PA

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