Vacancy expired!
Job Title: Customer Experience AnalystLocation: Dallas / New Jersey
Detailed Responsibilities Participate in RCAs, Pre-Chronic and Chronic investigations, SIFs, Post-Outage ReviewsAnalyze customer experience issue ticketsMonitor and highlight anomalies in customer trends, error counts, user issues and other experience impacting factors.Drive continuous improvements in problem identification: focus on sales volumes, conversion trend, error rates, etcProvide Weekly, Monthly, Quarterly reportsPerform application sanity testing following infrastructure, application, and environment changesProvide Detailed Application Impact & RCAProvide On demand post incident RCA reportsDevelop and maintain M&P and Wiki updates Job Description- Bachelors degree with 6+ years of experience in Customer Experience analytics.
- Experience with analyzing existing systems and understand the needs of the business/end users
- Clarify requirements and segregate them into functional and non-functional categories.
- Experience with Customer experience tools like Graphana, Kibana, Prometheus, Glassbox, Site Catalyst, Splunk or similar tools
- Experience with Voice of Customer analysis using OpinionLab, Foresee or similar tools
- Experience with validating customer complaints, analysis and bucketing of issues
- Experience with presenting solutions, ideas, and recommendations that serve the requirements. Document the discussions, concepts, and the finalized scope.
- Sound knowledge of creating designs that align with the user needs
- Experience with preparing mockups, prototypes, and interaction diagrams that depict the user experience recommendation
Vacancy expired!