Customer Experience Analyst Jobs

Company:
Finning Canada
Number of Openings:
1
Worker Type:
Permanent
Position Overview:
Reporting to the Director, Customer Experience, the Customer Experience Analyst at Finning (Canada), plays a key role in creating and delivering positive customer experiences. This will be accomplished by working closely with employees across the organization to gather customer insights, analyze data, mine information across all customer touchpoints and channels, and translate it into actionable activities. You will ensure stakeholders understand how to interpret and apply Voice of Customer data to their roles with the goal to improve customer satisfaction, the Net Promoter Score, and overall Customer Experience.
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Major Job Functions:
Project Coordination

• Develop and oversee the dealership’s process for customer service recovery, including documentation, escalating, and resolving customer issues and complaints.
• Coordinate with the Customer Experience team and business stakeholders to deliver and coordinate project goals and action plans aimed at improving customer experience within the organization.

Customer Experience Survey Management

• Management of existing survey programs including list management, survey execution, data management and ensure customer contact occurs within target dates.
• Analyze data, turning information into actionable insights.
• Present detailed analysis and summary statistics of Customer Experience performance that support the business in developing and executing on customer experience improvement projects.
• Conduct new Voice of Customer research where required, and manage survey administration to measure and monitor customer loyalty and satisfaction levels.
• Prepare and support the creation and maintenance of dashboards and reporting of metrics and results that deliver insights to the organization, relative to specific business units.

Accountability:

• Analyzing current processes and working with stakeholders to determine desired future state, influencing and coaching Finning branches through the adoption of best practices and continuous improvements.
• Improving the Net Promoter score by 4% for the balance of the year and a further 10% by the next year
• Supporting the vision to improve the Customer Experience, working with stakeholders to bring the vision to fruition.
• Communicates and shares new data and updates toolkits where appropriate so all stakeholders have current information.

Qualifications and Technical Skills Required:

• Bachelor's degree in Business, Research, or a related discipline, a combination of both experience and education will be considered.
• Experience in analyzing data and identifying trends.
• Highly collaborative with the ability to develop positive rapport with stakeholders at all levels and stages in the organization and the customer experience journey.
• Previous experience in a research analyst role
• Business proposal writing / Survey writing
• Significant experience in analyzing and improving customer experience in a complex large multi-branch environment.
• Certified Customer Experience is an asset.
• Project management & prioritization experience
• Well-developed ability to solve data related problems.
• Presents and explains customer data to internal stakeholders.
• Ability to use Power BI / Excel / Tableau / Qualtrics / Medallia to analyze data and create visuals.
• Use stories to compellingly and effectively present customer feedback to stakeholders.
• Provides data as required and works with Customer Experience Practitioners to display data in easily understandable methods.
• Synthesizes data and analytics and provides summary interpretation of what it means and how the data helps drive the brand promise.
• Customer research and / or analytics background

Soft Skills Required:

• Curiosity and a Growth Mindset with Customer Experience
• Leads by example by being an advocate for the Customer Experience across the organization.
• Patience & Perseverance
• Self-awareness

#LiHybrid
We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.