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Cx Analyst - Central Operations
Company | HubSpot |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-08-17 |
Posted at | 9 months ago |
As a Customer Experience Analyst, you provide a key quantitative lens to a global team of customer advocates known as our Customer Experience Management team. From its seat in Central Operations, CX Management drives customer-centricity at scale by inspiring teams in Product, Marketing, Sales, and Success to take action on and optimize the customer experience.
- Drive decision-making throughout the company by sharing actionable data and digestible feedback via high-visibility channels
- Engage with customers directly to infuse strategic, open-ended research with quantitative insights
- Influence leadership to prioritize initiatives to improve the customer experience
- Facilitate consumption of pertinent customer feedback across key points of the customer journey
- Partner across product, services, support, and business enablement teams to develop programs that bring critical customer insights to the forefront
- Look across various experience health signals to uncover issues or opportunities to improve our customers’ experience
- Partner with CX Program Managers to create programming that drives customer-centricity and puts customer feedback at the heart of long-term organizational planning
- Monitor fluctuations in customer feedback channels and report on drivers at quarterly business reviews
- Segment the user population according to usage patterns and tie to survey data to identify opportunities to improve their experience
- Leverage customer data and feedback trends to assist in the development of KPIs that help increase customer value and retention
- Assess opportunities to broaden, refine or supplement surveying strategy
- Confidence using a variety of analytical and statistical techniques
- Ability to write performant, complex SQL queries combining multiple sources of data
- Passionate about the role of data in helping solve complex questions
- Excellent communication, storytelling, and collaboration skills
- Practical experience in a business environment influencing decision-making with data
- 2+ years of professional experience with a heavy quantitative, analytical focus
- Comfortability with data analytics and statistical tools such as R or Python
- Experience working with large datasets; particularly data mining, manipulation, and exploration
- Experience analyzing free text datasets
- Experience with CX measurement methodologies and tools used for surveying, analyzing, and modeling customer feedback and data
- Experience conducting customer interviews or facilitating customer panels
- Knowledge of analytical development tools such as Amplitude, Looker, Git, and dbt
- Experience working at, or a strong understanding of, a SaaS business.
- Demonstrated passion for building products that delight customers and drive their success
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