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Customer Experience Analyst

Apply Req ID: ofaycfwT Date posted 11/18/2020


Job Family: Data Management

Maintains and monitors data and databases to meet the company's current and projected future needs. Reviews and ensures the quality, accuracy and security of data in accordance with established procedures and standards. Monitors database activity and the relationships between the database users and applications to ensure appropriate data usage and resolve data conflicts. Collaborates with technology/infrastructure staff to identify data relationships and functional requirements.

Job Function: Business Intelligence & Reporting

Collects, organizes and analyzes data sets to draw conclusions to maximize efficiency of internal operational processes, to manage risk, and to position the company to better serve clients through enhanced product and solutions offerings. Responsible for drawing insights from large sets of quantitative data. May use advanced analytics technologies, systems and software. Develops data-driven recommendations that support key business decisions across the company. Performs analysis and prepares forecasts and recommendations for product preferences, sales coverage, market penetration, market practices and sales trends. Researches market conditions to determine potential sales of a product or solution. Analyzes, compiles and manages market and economic research on the market's product or solution requirements and competitive environment to identify enhancements to current features and functionality.

Summary of Responsibilities:

The Sr Specialist, Business Intelligence & Reporting is responsible for reporting and analysis of the customer and employee experience data as well as supporting other initiatives to improve overall experience.

Essential Functions:

  • High level of experience in reporting on dynamic and complex data sets.

  • Develops and deploys operational dashboards and reports to create significant business impact.

  • Builds and amends reports as requested by SC Management for the extraction of customer feedback.

  • Data mines for customer insight and segments core customer problems in order to translate insights into effective customer communication plans.

  • Supports technical development/implementation, troubleshoots data issues and performs user acceptance testing.

  • Reports on survey verbatims to supplement quantitative results with qualitative data, in addition provides additional qualitative reporting to leadership to identify areas of opportunity within their associate population.

  • Aggregates and synthesizes employee survey focus group results in order to support engagement action planning

  • Continues to evaluate questionnaires to ensure data supports business needs, suggest design enhancements accordingly.

  • Identifies and supports process improvements within the SC employee suggestion program, Ideas in Action

  • Complies with all organizational and departmental policies and procedures.

  • Performs other duties as assigned.

Other Functions:

  • Other duties as assigned.


  • Education -
    • Bachelor's Degree: Business, Computer Science, Mathematics/Statistics, Management Information Systems, or equivalent field.
    • or equivalent work experience
  • Experience -
    • 3-5 years
  • Skills & Abilities -
    • Advanced Knowledge of data modeling, database design development, data mining, and segmentation techniques.

    • Detail-oriented with ability to multi-task and adhere to deadlines.

    • Ability to adapt to rapidly changing business environment.

    • Ability to adjust to new developments/changing circumstances.

    • Ability to leverage technology to improve and automate business tasks.

    • Strong problem solving and analytical skills.

    • Strong attention to details and can analyze information quickly.


  • Execution - Accountability:
    • Proficient - Applying and Executing
      • Follows through to meet commitments to others
      • Takes responsibility for achieving strong results, despite balancing multiple complex demands
  • Influence - Information Sharing:
    • Proficient - Applying and Executing
      • Uses information and data effectively to support a position and present a rational case
  • Influence - Two-way communication:
    • Proficient - Applying and Executing
      • Communicates in a timely and straightforward manner
      • Probes for additional information, clarifies assumptions and confirms agreed-upon actions
      • Keeps everyone involved informed about progress and issues
  • Risk Management - Continuous Process Improvement:
    • Proficient - Applying and Executing
      • Proactively works to streamline processes and identify and eliminate redundancies
      • Contributes to the implementation of new methods, policies, processes, procedures, or techniques
      • Independently performs monitoring and testing of processes
  • Collaboration - Relationship Management:
    • Proficient - Applying and Executing
      • Knows who to reach out to inside and outside of one’s team to get work done
      • Takes action to enhance working relationships needed to achieve seamless work flow
  • Problem Solving - Solution Definition:
    • Proficient - Applying and Executing
      • Sees through complexity and detail to get to the critical issues at hand
      • Takes into account the wider context within which problems exist
  • Risk Business Acumen - Industry Acumen:
    • Proficient - Applying and Executing
      • Stays current with industry and regulatory trends and emerging risk issues
      • Has good understanding of current market and competitive landscape that the organization operates within

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


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