Job Summary

Customer Experience Business Analyst

  • Location:
    Long Beach, California
  • Job reference:
    US_EN_6_17404_60258149
  • Category:
    Analyst
  • Contract Type:
    Contract/Temp to Hire

Our client located in Long Beach, CA has an opportunity for Customer Experience (CX) Business Analyst to join their team.
 
This role is responsible for supporting customer experience initiatives and Community Engagement Platform. Storytelling through presentations using detail and data will be required to gain buy-in on customer experience concepts Collaboration with a wide variety of cross functional teams will be required to carry out the planning and designing of the customer experience improvements.
 
You will:
 
Administer the online community engagement platform to capture insights that will aid the development of customer experience initiatives. Activities include working with cross functional teams to create first draft of surveys, finalizing the surveys, uploading the surveys in the platform and report out on the survey outcomes to the business.
 
Work with communications team and digital teams to create first draft of digital campaigns for Online Community and coordinate the approval process working with Compliance and business stakeholders
 


  • Support the planning, analysis and design of the Customer Experience (CX) initiatives that are defined as part of the CX Strategy. Create deliverables for planning and design  of CX initiatives like user stories, storyboards, user requirements, business requirements, Personas, Journey Maps, customer ecosystem maps, etc.

 

  • Support the rollout of the CX initiatives across the enterprise working with cross-functional departments to ensure that the customer experience is considered in the design

 

  • Participate in the standing VOC workgroup which owns the rollout of the Voice of the Customer program across the organization and follow up on issues with a cross functional team as required

 

  • Create and maintain business process flows and journey maps to communicate the customer journey. Must be able to analyze existing business processes, recommend changes, monitor results and communicate the relevant data.

 

  • Support the CX Committee to ensure executive buy-in on CX initiatives and other additional workgroups in planning and coordination of all committee activities

 

  • Maintain expertise in the current CX trends by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

 
Required Qualifications:
 

  • Bachelor’s Degree required (Business, Information Systems, Psychology, Sociology or other analytical degree preferred)

 

  • 7+ years of experience in business analysis, process analysis and reporting

 

  • Proficiency with experience design and UX design concepts especially in the areas of service design, human centered design, interaction design, and digital engagement

 

  • Very comfortable creating presentations in PowerPoint for a variety of audiences

 

  • Strong MS Visio or Lucid charts skills

 

  • Proficient in Excel for basic data analysis

 

  • Ability to work with vague concepts and breakdown problems into tangible steps

 

  • Ability to use detail to communicate point-of-view and develop trust from cross functional teams

 

  • Able to handle many concurrent projects, prioritizing ongoing and ad hoc requests

 

  • Strong communication skills, both verbal and written

 
Preferred Qualifications:
 

  • Familiarity with data tools such as SQL and CRM systems
  • Experience with survey creation and survey methodology
  • Experience with creating digital communication campaign

 


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
EEO is the Law (poster) | EEO is the Law (poster supplement) | Reaffirmation of Affirmative Action Policy Statement