Job Title : Data Analyst
Location : MTV CA or remote
Job Description
Responsibilities
Analyze data on the experiences of customers, articulate and visualize their overall experience and gain actionable insights from them
Drive, own, and execute data collection from customers, including surveys, CRM linkages, and report development
Develop data visualizations to drive more informed business decisions
Utilize business process modeling to create models that reflect an intuitive, non-technical model of how the business is conducted
Identify key trends and outliers across customer verbatims, scores, and feedback
Identify issues and recommend changes to drive data-based strategic decision making
Produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience
Plan and lead cross-functional design sessions that leverage key findings
Establish and maintain effective working relationships with internal stakeholders and external partners
Education
Bachelor's degree in IT, business, computer science, statistics, or a related field
Required Skills and Experience
7+ years of experience in a customer experience role
Expertise in developing dashboards and visualizations using Qlik sense
Expertise in database design and SQL
Experience working with customers in a multi-channel setting, including chat, email, and phone support
Experience with business process mapping, process analysis, and needs assessments
Experience working with large, noisy, and complex real-world data in preparation for statistical analysis
Experience performing data analysis and reporting in both detail and summary formats
Experience working with market and customer research inputs
Strong statistical and mathematical skills
Must have
Mapping customer journey
Qlik sense
SQL
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