Customer Experience Analyst Jobs

*This position is located on the island of Oahu and candidates must work in the state of Hawaii upon hire*

Typical duties include but are not limited to:

• Review, reconcile and validate customer experience data as necessary to ensure completeness and accuracy. Analyze quantitative and qualitative data from available sources to identify customer pain points and potential root cause improvements.
• Other duties as assigned.
• Track, analyze, and articulate customer insights by leveraging survey and other available data. This position, in collaboration with key stakeholders across the organization will help to create plans that improve the customer experience to keep FICOH positioned to achieve our financial goals.
• Serve as the primary power user for Forsta platform. Update existing surveys, program new surveys, run/create reports as needed for the entire organization.
• Maintain, run / refresh, and distribute various internal and external reports.
• Share data and insights with key stakeholders and collaborate with them to develop appropriate solutions and/or recommendations for implementation and maintenance. Assist with the development of proposals and presentations that evaluate the potential benefit of various CX initiatives.

Qualifications / Experience:

• Excellent attention to detail
• 4 year College degree or equivalent work experience in Customer Experience or Analyst role
• Basic proficiency in Microsoft Office Word, Excel, Outlook, and PowerPoint
• Minimum 1 year experience in CX or as an analyst with responsibilities focused on reporting and data analysis, and/or defining, tracking, measuring, and reporting on CX metrics
• Strong analytical, critical thinking, and problem-solving skills

Preferred Qualifications:

• Intermediate to advanced skills in Excel and PowerPoint