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Job Title: CX Analyst III (CX HCD Designer) Location: Remote
Location:
Jacksonville, FL
Description:
Job Title: CX Analyst III (CX HCD Designer)Location: Remote (EST working hours)Duration: 2+ Months (possibility of conversion)Pay range: $60-64/hr. on w2 Manager's Notes:* UX, UI design research experience* Focusing on somebody with expertise on design strategy and design thinking (specifically human centered design)* Most of the work will focus on the "discovery stage of design"identifying customer needs, how to support, and the execution of the solution* Supporting several engagements within this area* Qualitative research, applying human centered design, and venture design process* Agile based process for development, ect.* Supporting the current experience side of things (how are things working now and how do they need to be fixed)* Journey mapping and end-to-end experience understanding Preferred:HealthCare experience Description:The CX Analyst is responsible for generating and analyzing reports for key stakeholders. This role will rely on business acumen to understand a wide range of client's business areas in order to go beyond reporting 'the numbers' and deliver in-depth analyses that also report 'the insights.' The Senior CX Analyst will query databases to retrieve quantitative and qualitative customer feedback to provide key short and long-term trend reporting to the business. Essential functions:Qualtrics surveys (20%)* Adjust current surveys, edit survey questions, and create new surveys.* Analyze survey results, response rate, trends, change per segment and plan.* Ensure the quality of the data flowing from one source to another through the survey process until the data is back in house. Clarabridge platform (Analyzer and Studio) (40%)* Review customer journey touchpoint model in Clarabridge for accuracy and precision.* Build new models, edit and/or make change to the model based on new emerging words/phrases.* Audit the various Clarabridge model for accuracy and precision on a quarterly basis.* Identify new phrases based on research and discussions with subject matter experts that will improve the accuracy and precision of the various current categories or create new ones.* Edit dashboard and create new views that relay a story based on the trends, seasonality, and events impacting the results. Ongoing Analysis (40%)* Conduct various analyses to identify root cause of the following key metrics on each Journey:o NPS, FCR, 3E'so AHT, Volume, web/chat interactions, etc.* Conduct various studies to generate insights by segment, plan, vendor, call center, department, sub-journey, location, etc.* Support team in the business cases development process for various CX projects, calculate and track ROIs.* Create, support and edit project plans, and timelines as it relates to various CX projects and measurement / tracking of various metrics.* Manage special projects as needed. Job requirements:* Demonstrated strong computer skills with the primary Microsoft Office applications (e.g. Excel, PowerPoint) and general database management.* Strong analytical skills with the ability to extract meaningful insights from large and complex data sets.* Ability to quickly organize/prioritize workload requirements.* Strong written, oral and interpersonal communication skills.* Strong relationship and project management skills and the ability to manage multiple projects and priorities.* Ability to identify, evaluate and resolve problems.* Five (5) years of progressively responsible analytical experience including quantitative consumer and/or customer satisfaction data and utilizing data extracts, queries and analysis to drive business decisions.* Access, SQL, SAS, SPSS, and/or Tableau knowledge/experience is a plus* Communicate effectively in both written and verbal form* Comfortable with owning and bringing clarity to a work assignment where the execution path and deliverables are not initially clear* Productively interact with all levels of management and various individuals across the organization* Embrace and/or initiate change; adapt to new tools and processes* Possess the drive oneself to contribute, improve and excel Experience:5-8 Years of Professional experience with data analysis or data mining with a focus on customer experience. Education:Related Bachelor's degree or additional related equivalent work experience Qualifications/Certificates:Please provide a copy of portfolio for consideration. About UsEstablished in 2004, SPECTRAFORCE is one of the largest and fastest-growing diversity-owned staffing firms in the US. SPECTRAFORCE is built on the concept of "human connection," defined by our branding tagline NEWJOBPHORIA, which is the excitement of bringing joy and freedom to the work lifestyle so our people (and clients) can reach their highest potential. Our entire workflow cultivates NEWJOBPHORIA with candidates and employees throughout their engagement with SPECTRAFORCE. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 130 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation.Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, and hospital indemnity insurances. Additional benefits SPECTRAFORCE offers to the eligible employees include commuter benefits, 401K plan with matching and a referral bonus program. SPECTRAFORCE offers unpaid leave as well as paid sick leave when required by law.Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at if you require reasonable accommodation.
Company:
Spectraforce Technologies
Posted:
January 2 on WhatJobs
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More About this Listing: Job Title: CX Analyst III (CX HCD Designer) Location: Remote
Job Title: CX Analyst III (CX HCD Designer) Location: Remote is a Jobs Designer Job at Spectraforce Technologies located in Jacksonville FL. Find other listings like Job Title: CX Analyst III (CX HCD Designer) Location: Remote by searching Oodle for Jobs Designer Jobs.
Job Title: CX Analyst III (CX HCD Designer) Location: Remote is a Jobs Designer Job at Spectraforce Technologies located in Jacksonville FL. Find other listings like Job Title: CX Analyst III (CX HCD Designer) Location: Remote by searching Oodle for Jobs Designer Jobs.