Experience Engineering Analyst

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Requirements:

• 2 years of experience developing customer engagement strategies that focused on digital channels - email, mobile, SMS required.
• 2 years of experience analyzing external and internal customer data using database queries (SQL, Access), spreadsheet (Excel) models, web analytics tools, and campaign management software tools required.
• 2 years of experience working in a sales and marketing automation platform and CRM, preferably MS Dynamics and Marketo, preferred.
• Experience utilizing a breadth of CX Metrics and analytics (including: NPS, eNPS, CSAT, CES, VoC, and sentiment detection capabilities) to inform business decisions required.
• Experience working with technical teams, such as product managers, enterprise architects and software developers preferred.
• Experience with matrixed managed business stakeholders, work cross-functionally with roles outside of direct report authority preferred.
• Experience with identifying target audiences, and lead management processes.
• Working experience with data visualization tools like Tableau and Power BI required.
• Willingness to learn new technologies and techniques required.

Responsibilities:

• Supporting the experience engineering team in customer journey architecture, strategic business process improvement, persona development, communication mapping, ideation and development of SaaS (software as a service) systems to analyze, document, and re-engineer customer touchpoints across all traditional and digital engagement channels.
• Collecting, cleaning, and preprocessing data to ensure its quality and reliability
• Exploring and visualizing data to identify patterns, trends, and relationships
• Consult with business areas to represent the voice of the customer and inform experience improvements.
• Collaborate on corporate strategies and roadmaps which support digital transformation and consumer experience across the organization.
• Leverage work to develop process improvements, inform technical innovations, and deliver an improved customer experience.
• Support CX team through data analysis, campaign develop and execution, measurement, and utilizing design thinking platforms. Work with matrixed business stakeholders, and influencers to re-imagine business processes, digital engagements, and holistic touchpoints using CX practices, such as design thinking and customer journey mapping.
• Support customer engagement strategies through various direct to consumer channels (digital, mobile, email, member portal, etc.). Serve as a CX SME for automation tools, including MS Dynamics CRM and Marketo: data quality, campaign tracking, analysis, do not contact registries, and data extractions. Develop and analyze KPIs as defined by CX team and business leads.
• Work closely with CX Insights team to synthesis customer insights based on qualitative and quantitative opportunities. Data sources include direct to consumer research, adobe analytics, Qualtrics and Sprout Social.
• Accountable to work cross-functionally with IT/digital experience team to identify, evaluate and consult on customer engagement opportunities from a corporate strategy and CX perspective. Consult on UX and content.
• Work with management to partner cross-functionally to develop customer engagement strategies executed across multiple channels – including member portal, emails, and SMS. Manage strategy development and project timelines. Synthesis data from numerous sources, conduct data analysis to create segmented populations and summarize engagement efforts.