Concentrix Consultant I, Customer Experience (CX) Analytics in Helana, Montana
Consultant I, Customer Experience (CX) Analytics
Concentrix is looking for a Customer Experience Analyst to work with a team to analyze customer contact data, provide key insights, identify opportunities, and define actionable recommendations with associated financial impacts. The analysis will include the investigation of Speech/DTMF IVR calls, chat, agent interactions and customer satisfaction surveys. This role will interpret data, identify root causes, build client relationships, and contribute to the development of improvement efforts.
In this role you will,
Provide insight and actionable recommendations to improve the customer experience.
Analyze qualitative and quantitative data and identify opportunities. Perform analysis of large client data sets and provide recommendations for improvement related to the project with limited direction. Determine areas for drill-down focus and conducts follow-up analyses to understand the drivers of performance.
Ability to dive into the details of the customer experience reports and data to mine out significant opportunities.
Responsible for using customer experience analytical tools to analyze customer behavior across multiple touch points (e.g., IVR, Chat, CTI, satisfaction survey channels).
Design reports that provide insight into the performance of the caller experience.
Package and present high-impact findings and recommendations to clients and internal teams.
Establish and maintain client relationships through credibility of ideas and recommendations. Become a trusted partner.
Be a part of project teams to successfully complete all phases of a data analysis project, including but not limited to: Planning, Data Collection, Data Cleansing, Analysis, and Recommending Solutions.
Employ tools such as BI, Tableau, AWS QuickSight, speech analysis, text analysis, or other advanced analytic tools to develop insight.
Work with internal design and development teams to determine the best solution design and customer experience.
Responsible for meeting customer and business goals as a member of a cross functional project team.
Normally receives little instruction on day-to-day work and general instructions on new assignments. Self-motivation required. Success is dependent on value identified and demonstrated in the form of actionable, high-impact recommendations.
Skills youll need:
Must have a strong customer focus with excellent verbal, presentation and written communication skills
Must have strong problem-solving, analytical, and quantitative skills
Knowledge of IVR, chat, call center, and speech technology industry are a plus
Knowledge of Tableau or Python (or similar tools) is a plus
Knowledge of statistical concepts and applications
Knowledge with contact centers, customer satisfaction or CX data analysis is a plus
Ability to take feedback from clients and team members required
Bachelors degree in related field from a four-year college or university
USA, TX, Work-at-Home