Customer Experience Insights Specialist
2 weeks ago
We are seeking a highly analytical and customer-centric Business Analyst to join our Customer Experience team.
The ideal candidate will have a strong foundation in business analysis, coupled with a keen understanding of customer experience principles. This role will be instrumental in leveraging the Qualtrics XM platform to convert data into actionable business insights that drive improvements in our customer journey.
About UsBlackLine is a technology-based company with a sense of adventure and a vision for the future. Our culture is kind, open, and accepting, where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
We offer a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity. BlackLine is an equal opportunity employer and innovates in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture.
Job Responsibilities- Support the 'Voice of the Customer Center of Excellence' and its engagement with BlackLine stakeholders by leading the analysis of customer feedback and delivery of high-value insights in support of various CX initiatives.
- Perform complex data review, research, and/or reconciliation. Identify trends, patterns, and correlations within customer data to uncover actionable insights.
- Create highly effective and engaging Qualtrics dashboards for various stakeholders.
- Program Qualtrics Text iQ text analytics models to aide in both analysis and insight delivery.
- Design and own the process of integrating operational data service telemetry) to create linkages to VoC data and insights.
- Track and measure the impact of experience or service improvements on key Experience metrics CSAT, NPS, Effort Score) and KPIs.
- Identify gaps in CX insights and provide recommendations for improving those insights across the complete customer journey.
- Work with our IT business partner to optimize the Qualtrics XM platform to ensure data accuracy, integrity, and accessibility.
- Stay up-to-date on Qualtrics XM platform enhancements and best practices.
- Develop and maintain survey templates and question libraries.
- Bachelor's degree in Business, Statistics, or a related field.
- Proven track record of successfully and effectively analyzing customer feedback and survey data to extract actionable insights.
- Deep understanding of key CX metrics including CSAT, Effort Score and NPS with ability to analyze, and frame actionable insights for multiple teams across a global organization.
- Advanced knowledge of Customer Experience platforms. Ability to go deep into the details of the VOC platform for data extraction and dashboard development.
- Proficient in Experience Management Platform: Qualtrics XM/Medallia, Microsoft Excel and PowerPoint.
- Power BI and Tableau expertise is highly desirable.
- Strong proficiency in data analysis and statistical methods and tools.
- Exceptionally strong critical thinking, analytical, and problem-solving skills.
- Demonstrated ability to deliver results to the appropriate quality and timeline metrics, balancing the desire to move forward quickly with the patience to manage the competing priorities of a complex stakeholder environment.
- Stellar work ethic and history of being a self-starter. Ability to work independently as part of a globally distributed organization.
- Strong ownership mentality with exceptional resourcefulness and drive for results.
- Comfortable working in an Agile IT environment with its development techniques and tools.
- Demonstrated ability to prepare clear, concise and persuasive communications in English for multiple audiences, multiple levels, and multiple cultures, including demonstrating effective writing and presentation skills, active listening skills and projecting a credible image.
$85,000 - $110,000 per year, depending on location and experience.
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