Gathering and analyzing client feedback, the full-time Customer Experience Analyst will prepare reports and dashboards, facilitate complaint mitigation meetings, and recommend process improvements to enhance customer satisfaction while working remotely or onsite.
Key responsibilities Collect and analyze client feedback from various sources to identify trends and service recovery needs Plan and facilitate cross-departmental meetings focused on complaint mitigation and experience improvements Prepare and distribute dashboards and reports that highlight key client insights and monitor customer experience initiatives Required qualifications High School diploma or equivalent (GED, HiSET, TASC) Minimum of 2 years of client service and/or contact center experience Minimum of 2 years of business writing, reporting, and data analytics experience Solid working knowledge of CRM tools and data visualization platforms Proficiency in Microsoft Office Suite