Customer Experience Insight Analyst

3 days ago

Bengaluru, Karnataka, India BlackLine Full time
Customer Experience Analyst Job Description

Get to Know Us

As a leading provider of cloud software that automates and controls the entire financial close process, BlackLine is committed to bringing passion and customer focus to the business of enterprise applications.

Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility. We achieve this by delivering innovative solutions and services that empower accounting and finance leaders worldwide to achieve Modern Finance.

At BlackLine, we believe that bringing in new ideas and innovative technology is mission critical. We work with cutting-edge technology that encourages our teams to learn something new and expand their creativity and technical skillset, accelerating their careers.

Make Your Mark

The Operations & Engagement team at BlackLine delivers significant initiatives focused on increasing our customers' overall experience with BlackLine. We focus heavily on cross-organizational coordination that is backed by a foundation of data-driven insights.

We are seeking a highly analytical and customer-centric Business Analyst to join our Customer Experience team. As a Business Analyst - Customer Experience, you will support our BlackLine Voice of the Customer (VOC) program. The VOC program brings actionable customer, partner, and employee insights into our customer journey touchpoints to help ensure we deliver highly reliable, high-quality experiences at these key moments.

Key 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, identifying trends, patterns, and correlations within customer data to uncover actionable insights.
  • Develop 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 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.

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