Customer Experience Business Analyst

Where

Westford, MA

What you'll be doing

Work with various stakeholders to define key customer experience metrics and build custom dashboards for the executive team to track performance. Educate business partners and ensure alignment on key performance indicators. Analyze and refine key metrics to measure the effectiveness of experience improvement initiatives. Assist with building and maintaining the library of customer personas to establish customer experience design principles. Support the development of standard customer journey mapping to establish an understanding of the current state. Use analytical tools to understand the most important customer journeys and assists with building the business case for ways to improve retention and satisfaction along those journeys and customer life cycle. Work with other departments and cross-functional teams to create, coordinate, and lead specific initiatives that directly impact and improve the customer experience. Provide consistent, ongoing departmental and cross-functional communications to keep stakeholders and interested parties informed of activities and progress.

What your background should be

Minimum 3+ years of experience analyzing customer journey processes and delivering actionable recommendations to improve customer satisfaction, loyalty, and engagement required. Ability to translate customer needs into business solutions using creative problem solving. Effective communication skills for writing reports and proposals, creating and making presentations and socializing progress and accomplishments. Ability to work independently and lead others during projects.

Required Schooling / Training

Bachelor degree; MBA is preferred.

Who is the client company

This is an American multinational software company providing open-source software products to the enterprise community.

If you are interested in this position, send your resume to apply@kochdavis.com