CX (Customer Experience) Analyst - SEE Digital (Office Flexible)

Job Summary:

Reporting into the Executive Director, Digital CX and Transformation, as the CX Analyst – SEE Digital, you will play a key role in measuring our digital commerce transformation, shifting customer experiences and business processes from analog to digital. In this role, you will establish proper methods of measurement and conduct ongoing analyses to both monitor CX of SEE’s digital platforms and identify opportunities for improvement.  You will be a part of a highly collaborative and cross functional team, working with other functional groups to develop an action plan, set execution timelines, and track progress towards the goal of transformation. 

This role offers an office flexible work schedule working in our headquarters in Charlotte, NC, where 2-3 days of on-site collaboration is encouraged. Both local and remote employees will be required to travel into the main Charlotte office once per quarter for week long, in-person collaborative team meetings.

Driving Values for Success:

In this role, you will be a valuable asset to the organization, team members and customers by embracing and instilling the SEE's core behaviors:

• Uncompromising Ethics: Every day, we lead with a conscious commitment to always do the right thing.
• Courageous Determination: We are empowered to do what it takes to deliver what we promised.
• Ingenious Collaboration: We nurture a collaborative environment that celebrates insatiable curiosity and diverse ideas.
• Purposeful Innovation: We delight our customers with revolutionary solutions that make them win, and we share in the value created. 
   

Long Description

Customer Experience insights and root cause analysis: Analyze and align customer data with the relevant journey to understand CX performance and pain points. Identify opportunities for improvement, provide intelligence to business partners, and implement scorecards to provide data driven CX performance visibility across the all-digital platforms.

Communication and Storytelling: Organize and present information to bring the customer experience to life in both formal presentations and informal discussions, tailored to the specific audience.

Build Case for Change: Utilize customer experience data with operational data to understand the impact of poor experiences and drive the business case for change.
 

Key Areas of Impact:

• Perform analyses of current and historical data to drive digital strategy using advanced analytical methods.
• Visualize and tell compelling stories with data. Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Communicate effectively and show flexibility in style with different audiences. Explain higher level statistical methods and analytical results to a diverse audience; ability to “translate complex ideas and results, but also know the science.”
• Acquire and compile structured and unstructured data and verify its quality and accuracy.
• Collaborate with internal partners to understand business strategy, questions, and goals. Bring structure to business requests, translate requirements into an analytical approach, and lead project through completion.
• Work in an ambiguous environment and adapt quickly to change.
• Maintain relationships across the team/department/company to build trust in internal data and promote data-driven decision making.
• Work independently to handle multiple simultaneous data and reporting projects.
   

Qualifications for Success:

• Bachelor’s degree in mathematics, statistics, data analysis, business, marketing, psychology, or other relevant field
• 2+ years of relevant experience in a customer data role looking at data driven insights related to interaction, behavioral and voice of the customer.
• Proficient in Microsoft Excel
• Critical and analytical thinking skills plus the intellectual curiosity to question/test assumptions.
• Ability to work independently and creatively when help is not available and the solution to a problem is not immediately known
• Ability to proactively identify opportunity areas and conduct root cause analysis to determine the drivers of those challenges.
• Experience in analytics and data visualization with the ability to translate data into actionable insights.
• Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills. Capability to communicate complex ideas effectively
• Keen attention to detail and organization; the ability to manage and execute multiple delivery projects simultaneously.
• History of excellent, positive teamwork, proactive collaboration and highly effective problem resolution skills with ability to influence actions across the business.
   

Skills and Experiences to Stand Out:

• Statistical analysis software e.g. SPSS, JMP, Minitab
• Data visualization software e.g. Power BI, Tableau
• UX software e.g. FullStory, Hotjar, Pendo
• Market research and CX research software e.g. Qualtrics
   

• Statistical analysis software e.g. SPSS, JMP, Minitab
• Data visualization software e.g. Power BI, Tableau
• UX software e.g. FullStory, Hotjar, Pendo
• Market research and CX research software e.g. Qualtrics