Customer Experience Operations & Analytics Spec...
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Job Description Summary:
The Customer Experience Operations & Analytics Specialist is responsible for managing CX metric reporting, supporting companywide RFP/proposal coordination, and delivering operational support across the CX organization. This role provides critical visibility into customer sentiment, product adoption, service performance, and churn risk. It ensures timely and accurate information is available for strategic decision-making and customer-facing proposals.Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
Customer Experience Metrics & Reporting (40%)
- Develop, update, and maintain dashboards for NPS, CSAT, churn, ticket trends, and product utilization.
- Prepare weekly, monthly, and quarterly performance reports for CX leadership and the Executive Team.
- Analyze customer behavioral trends and identify insights that support churn reduction strategies.
- Partner with Analytics and Data Engineering teams to refine reporting inputs and data quality.
- Build, maintain, and improve Tableau dashboards (certification required within 6–12 months).
RFP & Proposal Coordination (40%)
- Serve as primary coordinator for RFPs, RFIs, proposals, and customer-required documentation.
- Create and manage project timelines to ensure cross-functional contributors meet deadlines.
- Compile responses from Product, Sales, Legal, Finance, Operations, and CX into cohesive proposal documents.
- Maintain an updated library of standard responses, case studies, and product collateral.
- Ensure consistency, accuracy, and compliance across all submitted materials.
CX Operational Support (20%)
- Assist in project coordination, documentation, and meeting preparation.
- Support onboarding, training, and process development within the CX and Account Management organizations.
- Contribute to cross-functional process improvements that enhance customer experience and reduce churn.
- Execute ad hoc tasks requested by CX leadership, including analysis, research, and administrative support.
Knowledge, Skills and Abilities Requirements:
- Proficiency in Microsoft Excel and PowerPoint or equivalents.
- Strong project management, organization, and communication skills.
- Proficiency in Microsoft Excel and PowerPoint or equivalents.
- • Ability to work cross-functionally and interact professionally with senior leaders.
- • Strong attention to detail with commitment to accuracy and quality.
Education and/or Experience Requirements:
- Bachelor’s degree in a business, communications, analytics, or related discipline.
- Tableau certification or willingness to complete certification within 6–12 months.
- • Experience with Salesforce, Gainsight, ZoomInfo or similar platforms.
- • Prior exposure to CX, analytics, proposal work, or operational support roles.
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