• Design, develop, and maintain a scalable CRM analytics program to fuel data-driven decision making from end users to executive leadership.
• Ensure cross-platform data standards are documented, trained, and monitored across the Customer Experience team to deliver consistency of internal and external messaging.
• Contribute to the onboarding process for new managers, training them on how to monitor teams’ performance, and working with them to develop new global reports/dashboards.
• Interpret data, analyze results, and identify trends using statistical techniques to maintain data integrity and alert leadership to business challenges.
• Develop new statistical models to improve operational efficiencies and deliver a superior customer experience.
• Operates as SME for reporting and analytics functions within the 24x7 global Customer Experience organization, working with a variety of stakeholders across multiple continents.
• Deploy next-generation CRM reporting features (Einstein Analytics/Tableau) to utilize ECI’s customer database and provide value across the business.
• Capture the true narrative behind the data to tell a story about the customer, or an internal process which may contribute to customer friction.
• Conduct learning sessions to share insights with the broader CX team.
• Work in a team setting to accomplish department goals, and be willing to take on additional responsibilities 

Skills: CRM Analytics Development, Data Standardization, Managerial Training, Data Analysis, Statistical Modeling, SME in Analytics, Advanced Reporting Deployment, Insight Sharing

• Apply statistical techniques to develop models of customer behavior such as response and buying patterns, internal market sizing, share of wallet, opportunities.
• Design and optimize text analytics capabilities that evolve with product, service and business requirements
• Identify/develop metrics/ benchmarks and provide insight behind the information in the performance dashboard.
• Champion the utilization of common analytical processes and terminology.
• Work with development teams and end users to design, publish and maintain analytical reports to make key customer and marketing information available to sales, marketing and business owners.
• Analyze historical customer sentiment across various attributes and compare it to current sentiment, to drive action planning with internal teams.
• Manage projects to meet timelines and ensure that the project is useful for all stakeholders.
• Support the CMX team in managing B2B, B2C, and Patient Services reports & clients
• Guide clients through software and managed services that help track key customer metrics
• Be the primary point of contact for reporting and analysis

Skills: Statistical Modeling, Text Analytics, Performance Metrics, Analytical Reporting, Sentiment Analysis, Project Management, Client Management, Reporting and Analysis

• Collaborate with stakeholders to translate and document business and product requirements into a successful user experience
• Empathize with and advocate for user experiences with consistency, ease of use and relevancy
• Apply usability data and metrics to rapidly iterate and improve usability and flows
• Design and execute regression and User Acceptance Testing
• Develop and implement usability standards and best practices across multiple devices and use cases
• Baseline, trend, and monitor existing experiences to identify opportunities for enhancements and improvements
• Conduct product and technology assessments and make recommendations based on thorough analysis
• Manage and support execution of deliverables to support the ongoing evolution of the member experience
• Ongoing monitoring and testing of processes and digital technologies.
• Support day-to-day client management
• Identify upsell opportunities with existing customers

Skills: Stakeholder Collaboration, User Advocacy, Usability Testing, Regression Testing, Usability Standards, Experience Monitoring, Product Assessment, Client Management

• Answer inbound customer calls, and work with customers and internal partners to ensure the best experience possible, while also making sure the customers are getting the best value for all products and services.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Update weekly and monthly reports
• Impact the company’s bottom line by problem solving and eliminating waste.
• Accurately document all customer, sales, and internal partner’s interactions within appropriate systems.
• Proactively monitor potential or past due orders for strategic partners
• Back up Customer Transaction Team during major Holidays
• Manage Customer Transaction Team workflow queues, credit, and price holds, and reassign work back to CSR’s.
• Oversee Customer Transaction claim resolution and enter approved sample orders.
• Manage Customer Transaction credit memos, credit and rebill Invoices.
• Participate in customer satisfaction meetings.

Skills: Customer Interaction, Product Knowledge, Report Generation, Problem Solving, Documentation Accuracy, Order Monitoring, Team Management, Satisfaction Analysis

• Use customer research, transaction data, digital analytics, and agent / employee input to identify and prioritize customer satisfaction issues
• Analyze CX performance data, share results and recommend solutions
• Investigate and document current customer journeys and internal processes
• Benchmark best practices and customer communication standards to improve critical customer communications/experiences
• Develop thoughtful navigation and workflow requirements
• Develop, execute, and measure effectiveness of customer communication campaigns
• Develop/review digital and print content for a variety of communication channels, including: Product, Underwriting, Claims & Service
• Collaborate with business stakeholders and IT to manage projects from inception to completion, including user acceptance testing
• Analyze and evaluate customer SOPs for inefficiencies driving negative cost & Customer Transaction Team capacity.
• Route call center calls to appropriate business functions.
• Resolve Customer Transaction Team escalations and sales follow ups.
• Work closely with the customer service leadership to create and regularly iterate automated delivery performance reports (daily, weekly, monthly, etc) with insightful KPIs that can help inform improvement initiatives

Skills: Customer Research, CX Performance Analysis, Journey Documentation, Benchmarking Practices, Communication Development, Campaign Management, Content Review, Stakeholder Collaboration

• Preferably with working experience in commercial/operational decision making
• Must be highly technical with strong data analytics competencies
• Experience dealing with large datasets with heavy transaction platforms
• Demonstrated hands-on experience with optimization engines for targeting marketing offers.
• Experience in working within data science teams, and product teams utilizing the latest software including capable experience with latest tools like SQL, SAS, R, HADOOP, PYTHON, SPARK, HANA, TABLEAU, and other latest data platforms
• Able to work independently and manage ambiguity
• Clear structural thinking, and strong curiosity for problem solving
• Motivated, meticulous and results oriented
• Resourceful and problem solver
• Excellent interpersonal, communication and project management skills
• Team player and ability to collaborate with stakeholders across functions

Qualifications: BA in Information Technology with 2 years of experience.

• Experience in data analytics including experience in customer feedback or survey analytics, statistical analysis, marketing analytics, or similar quantitative fields
• Proficiency in telling a comprehensive and completing story with customer feedback and linking different sources of data to provide actionable insights tailored to partners’ needs
• Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
• Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Proficiency in querying, joining, and manipulating raw datasets for analysis - SQL skills
• Experience with building reports and dashboards using Tableau
• Experience using R or Python SPSS or a similar scripting language/tool for statistical analysis
• Comfortable working autonomously and proactively, identifying new opportunities and reaching out to partners with new insights.
• Experience working on quantitative research projects in the area of consumer insights

Qualifications: BA in Communications with 6 year of experience.

• Fluency in English.
• Experience with Microsoft suite of tools (i.e. Excel, PowerPoint, Word, etc.).
• Experience with visualization software (i.e. Tableau, Spotfire, OBIEE, etc.).
• Experience working with larger datasets and cleaning/organizing data.
• Ability to work in a team environment and collaborate with peers and business partners.
• Strong, proven problem solving skills and ability to translate metrics into solutions and strategies.
• Ability to explain complicated or technical information in a simple way to non-technical audiences.
• Demonstrate continued knowledge growth of analysis and design skills, assigned applications and customer areas (internal and external).
• Experience working or in support of a CX or VoC team
• Experience and knowledge in survey design and CX program management
• Customer experience orientation

Qualifications: BA in Business Administration with 4 years of experience.

• Experience in Data Analytics, Business Intelligence, Customer Experience, or Customer Insights in a SAAS, technology or B2B company.
• Experience setting up direct data capture programs and digital feedback processes
• Experience in natural language processing and AI-based theme generation
• Experience in using Medallia 
• Proficient in data visualization and reporting tools, Gainsight experience 
• Analytical thinking, able to objectively interpret research, extract insights, and communicate in a motivating way
• Highly self-motivated and proactive problem solver
• Excellent interpersonal skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of organization.
• Proven passion for Customer Experience and acting as an advocate for customers.

Qualifications: BA in Psychology with 3 years of experience.

• Experience in a supply chain management or closely related role.
• Demonstrated ability to work collaborative in a matrix environment
• Demonstrated ability to effectively communicate in a timely, accurate and efficient manner with employees and customer contacts at all levels of the organization
• Great attention to detail while working in a fast-paced environment
• Strong competency in the following areas: PowerPoint, Tableau, Asana, and Miro.
• Experience building and managing text analytics tools is strongly 
• Experience working with customer experience platforms such as Medallia
• Great teammate with the desire to lead, guide and influence cross-functional teams.

Qualifications: BA in Human-Computer Interaction with 2 years of experience.