Customer Experience, Senior Analyst (Operations)
Greater NYC Area
3 weeks ago
Create and translate complicated analyses into actionable insights and feedback loops across the organization.
Drive quality measurement processes and reporting at representative, organization and larger company level.
Maintain internal tools and recommend new ideas to support Customer and Agent success.
Perform both regular (weekly, monthly, quarterly) and ad hoc analyses around key business questions that pertain to the CX department.
Build and maintain reports, models, and dashboards around key CX metrics to monitor and improve performance for the CX Team across Zendesk, Excel and Looker.
Work with BPO Partner(s) and Green Dot to provide systematic improvements in NPS, VOC, and other quality and satisfaction efforts.
Be proactive in identifying the cause of end-user, and agent knowledge gaps and escalate training needs.
Support rollout of marketing initiatives and new products with a focus on change management and education.
Direct customer support as required to understand issues and support larger CX team.