Job Summary:

• Own the end-to-end execution of performance analysis for specific initiatives and testing
• Develop, conduct, and analyze user research and testing
• Provide and report on the results of testing for key stakeholders
• Translating analytical insights into recommendations to deliver increased performance for our internal client leveraging SPSS and Excel
• Quality Assurance checks of Vendor Research presented to the business
• Develop presentations for stakeholders and management, summarizing key findings and areas of opportunity
• Leverage industry research to understand motivation, needs, and values, sharing the influences with Market Solutions in the development of marketing, digital and creative initiatives
• Analyze and recommend best practices and customer insights back to Market Solutions and various internal clients to assist them in selecting the best messaging, tactics and channels to communicate effectively back to customers
• Participate in project meetings and proposal evaluations, and ensure changes are correctly implemented
• Collaborating with 3rd party vendors and assisting with managing project timelines and deliverables
• Utilizing segmentation data to determine customer opportunities
• Assisting with journey mapping customers experience through various touch points in the organization determining opportunities for improvement

Skills on Resume: 

• Performance Analysis (Hard Skills)
• User Research (Hard Skills)
• Data Reporting (Hard Skills)
• Data Analysis (Hard Skills)
• Quality Assurance (Hard Skills)
• Presentation Development (Soft Skills)
• Customer Insights (Hard Skills)
• Project Collaboration (Soft Skills)

Job Summary:

• Act as one of the internal Customer Champions ensuring that their 'voice' is clearly heard and considered when and wherever business decisions are being made.
• Review feedback from multiple data sources (Medallia, Traditional VoC surveys, Case Classification etc.) and consolidate for analysis.
• Support the CX manager with Investigations after the Initial potential pain point is identified.
• Provide additional data and Insights to understand full customer Impact of pain points to help the support the CX Manager in 'creating a story' to share with key partners.
• Regularly review customer sessions via internal tools.
• Carry out a daily review of the CX KPIs dashboard.
• Support teams with additional data requests e.g. Trading Betslip Data.
• Produce weekly performance reports.
• Understand how key interactions in the user journey impact conversions and down-funnel metrics
• Identify key opportunities to optimize the customer journey
• Develop behaviour-based models to segment customers to better drive conversions and sales
• Establish and monitor success criteria and metrics for macro and micro levels
• Flag trends in customer research
• Present research and testing findings to key stakeholders

Skills on Resume: 

• Customer Advocacy (Soft Skills)
• Data Analysis (Hard Skills)
• Customer Insights (Hard Skills)
• CX Investigation Support (Soft Skills)
• Performance Reporting (Hard Skills)
• User Journey Optimization (Hard Skills)
• Segmentation Modeling (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary:

• Analyzes different complex data sets including voice-of-customer, product use, and survey data.
• Transforms raw data into concise and actionable insights; Make data-based recommendations.
• Performs ad-hoc reporting and analyses as needed.
• Works closely with both business and technical/engineering teams.
• Helps identify opportunities for data analysis to inform decisions, knowledge gaps, and provide decision support.
• Works cross-functionally to help develop data requirements.
• Operates as the analytics analyst and subject matter expert and will be the point person for consumer use data, knowledge, and insights.
• Distills various sources of information into a cohesive set of actionable insights, with a focus on the implications to BISSELL and decision support.
• Develops easy-to-understand written reports and, occasionally, verbal presentations.
• At times needs to manage and resolve key data issues involving quality, consistency, and thoroughness of data for reporting and analytical purposes.
• Helps to establish quality standards for data and results. Helps to establish principles for what data and how it should be received and organized.
• Assist primary researchers with consumer use studies

Skills on Resume: 

• Data Analysis (Hard Skills)
• Data Transformation (Hard Skills)
• Ad-Hoc Reporting (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Decision Support (Hard Skills)
• Subject Matter Expertise (Soft Skills)
• Report Development (Hard Skills)
• Data Quality Management (Hard Skills)

Job Summary:

• Create and present regular state-of-the-customer reports to team and partners
• Develop and implement analysis and trends based on customer research efforts, through surveys, employee feedback, and direct customer conversations
• Improve the customer experience by analyzing data, identifying trends, and partnering with internal teams
• Drive and influence business decisions based on customer insights and data. Enable these decisions by combining data from multiple sources and compiling insights into an impactful format
• Ability to manage multiple products in a fast-paced environment and collaborate with others
• Develop standardized presentations and reports to provide ongoing insights to CX partners, then work to ensure utilization and adoption of reporting by these partners
• Advise internal stakeholder functions on data requirements necessary to perform desired analyses; participate in the development of process modifications needed to deliver required data
• Serve as the owner of CX business intelligence and insights analyst for customer insight gathering and the source of truth for customer feedback
• Help ensure that customer feedback and insights are disseminated and utilized to improve products, processes and interactions
• Ensure required Customer Experience is clearly defined and communicated to the Centre in keeping with the company’s Customer Experience objectives
• Ensure Centre achieves the required overall quality performance rating internally & externally (CSS) for all Customer Care contact points
• Ensure agents accurately assess interactions for all contact points to consistently to improve business processes

Skills on Resume: 

• Customer Reporting (Hard Skills)
• Trend Analysis (Hard Skills)
• Data-Driven Decision Making (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Presentation Development (Hard Skills)
• Stakeholder Advisory (Soft Skills)
• Customer Insight Management (Hard Skills)
• Quality Performance Monitoring (Hard Skills)

Job Summary:

• Regular monitoring and reporting on all forms of customer data feedback channels, including feedback flowing into the survey platform, support site analytics, Oracle Construction and Engineering Product analytics, Service Desk analytics and CX campaigns.
• Generate and analyze reports to identify actionable insights, measure our customer relationships and identify risks and opportunities across the customer journey.
• Undertake insight analysis of CEGBU survey results by using available relevant data sources to identify priorities for customer experience improvement at each enterprise, customer journey, and product level.
• Where key pain points have been identified, undertake root cause investigation drawing on other business information sources to help frame the problem and potential business response.
• Communicate analysis results to stakeholders, including written and verbal, planned and ad-hoc, senior-level management presentations.
• Liaise with UX, product owners and regional teams to share timely feedback results and monitor reporting of their relevant CX activities, such as closing the loop with customers.
• Establish processes for data extraction and storage.
• Assist with the execution of other CX projects
• Implements and maintains motivational measures to boost agents’ performance
• Represent and champion customer experience at relevant forums across the business
• Complete ad hoc tasks and projects in keeping quality improvement and agents monitoring
• Perform the duties of a Contact Centre Agent to achieve KPIs and accomplish customer satisfaction

Skills on Resume: 

• Customer Data Analysis (Hard Skills)
• Insight Generation (Hard Skills)
• Root Cause Investigation (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Data Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• CX Project Execution (Soft Skills)

Job Summary:

• Lead efforts to use customer service data, trends, reports, and observations to improve customer experience.
• Use data analytics and reporting tools to develop new dashboards, reports, visualizations, or statistical analysis in support of customer insights and client outcomes.
• Manage and update weekly and monthly reporting packages and dashboards to monitor, analyze and report on key metrics around customer service, product efficacy and client outcomes, identifying trends and conveying findings while collaborating with members on the CX team and subject matter experts.
• Ensure data integrity by implementing quality assurance practices, resolving any data gaps and anomalies.
• Uphold Codelicious core values
• Gather and analyse users contacts and feedbacks
• Identify strengths, weaknesses, opportunities for our user experience
• Implement and follow up on the activities identified to secure customer-focused easy processes
• Assist in requirements gathering, analysis, testing of incoming customer requests, including effectively documenting and articulating tactical requirements to other stakeholders for the purpose of developing solutions.
• Help to improve customer retention, reduce churn and increase customer satisfaction.

Skills on Resume: 

• Data Analytics (Hard Skills)
• Reporting and Dashboards (Hard Skills)
• Trend Analysis (Hard Skills)
• Data Integrity Management (Hard Skills)
• Customer Feedback Analysis (Hard Skills)
• User Experience Improvement (Soft Skills)
• Requirements Gathering (Hard Skills)
• Customer Retention (Soft Skills)

Job Summary:

• Navigate data sets across source systems to aid in the development of reporting and KPI dashboards.
• Communicate impact through effective data storytelling and visualization, understanding how data structure and formatting impact ease of use across platforms.
• Partner with Client Experience operational areas to clearly define their analytic and reporting needs, ultimately delivering operationally efficient solutions and facilitating better decision-making.
• Mentor users in the Client Experience operational areas on data availability and usage in support of building out a data-driven operation.
• Become a subject matter expert in source system data sets and emerging business intelligence tools
• Performs other related duties as assigned.
• Work with multiple teams to understand and communicate business and user needs - eg Client Service Team, Marketing and Product Teams
• Engage with key stakeholders and leadership to help develop the vision and strategy for the distribution of technology and tools
• Define and prioritize the roadmap and backlog for our key platforms
• Ensure change is driven in line with frameworks & governance
• Monitor progress against agreed Metrics & KPI's
• Facilitate and drive collaboration across teams (business units, IT, etc)
• Define and deliver user training and education
• Contribute to key projects and initiatives across the business

Skills on Resume: 

• Data Analysis (Hard Skills)
• Data Visualization (Hard Skills)
• Reporting and Dashboard Development (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Mentorship (Soft Skills)
• Business Intelligence (Hard Skills)
• Strategic Planning (Soft Skills)
• Project Management (Soft Skills)

Job Summary:

• Be a process owner and subject matter expert for multiple Indexes client service processes like service case management, client notifications and website management
• Handle client service queries on a daily basis to provide accurate and timely responses to clients
• Take ownership and tackle complex and challenging issues to resolve client issues
• Consistently review client queries and work cross-functionally with various Morningstar teams (within Indexes and other Morningstar service teams) to improve Indexes client service experience
• Contribute to process documentation and write knowledge articles related to client service
• Initiate and execute ideas to improve and build an Index knowledge base to reduce client queries and have clients self-serve efficiently
• Participate in and lead global projects to improve Indexes client experience and support the growth of the Indexes business.
• Onboarding & ongoing training program to enrich team’s knowledge in order to support clients, define “Indexes service process 2.0” that supports new Indexes business lines and post calculation agent migration.
• Utilize Morningstar Software to compare our Index offering to competitors as required
• Support business development and product management teams for client meeting preparation as required
• Be creative and work with the technology group within Morningstar to automate manual tasks and streamline processes
• Manage and improve Morningstar Index Website content and client portal

Skills on Resume: 

• Process Ownership (Hard Skills)
• Client Service (Soft Skills)
• Issue Resolution (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Knowledge Management (Hard Skills)
• Project Leadership (Soft Skills)
• Training & Onboarding (Soft Skills)
• Website Management (Hard Skills)

Job Summary:

• Reporting and analysing key movements & trends in established customer experience metrics delivering to the requirements of internal customers; effective use of data interrogation & analytics skills to deliver robust conclusions to stakeholders
• Working with local teams and stakeholders to build strong relationships to further improve Customer Experience and behavioural science outcomes, and contribute to testing and measurement projects
• Developing dashboards and visualisations in PowerBI/Tableau to further business understanding and decisioning on Customer Experience, Net Promoter Score, Speech to Text analysis and reporting on Vulnerable Customers
• Working closely with the Behavioural Science team to ensure impacts from changes they make to the customer experience are robustly tested and conclusions are used in optimising future customer journeys
• Overlaying existing customer profiling processes across customer experience metrics to fully understand through the NPS survey feedback, external CX insight and behavioural science tests to better understand customer needs

Skills on Resume: 

• Data Analysis (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Dashboard Development (Hard Skills)
• Behavioural Science (Hard Skills)
• Customer Profiling (Hard Skills)
• Reporting (Hard Skills)
• SQL and BI Tools (Hard Skills)
• Industry Knowledge (Soft Skills)

Job Summary:

• Work with Account Team members to evaluate customer feedback related to service.
• Engage Business Process Owners to address areas of opportunity within the service category.
• Prioritize service-related projects/issues guided by the Sales strategy and objectives and the overall impact to Micron’s customer base.
• Track open issues, ownership, and actions to closure.
• Responsible for daily, weekly and monthly reporting on overall Customer Service and Telesales performance and customer experience across all touchpoints.
• Responsible for reviewing, improving and amending as appropriate the quality and clarity of data collection and reporting from internal systems such as Zendesk and Metabase
• Manipulate and combine data from different sources to give a clear view on what is driving certain contacts
• Gather customer insight through call listening and reviewing satisfaction surveys
• Identify, quantify and prioritize, through root cause analysis, the key issues that increase cost to serve and reduce customer satisfaction within Customer Service and across all customer touchpoints.
• Work closely and support the Head of Customer Experience and Head of Customer Service and other departments to drive continuous improvement in operational efficiencies and customer experience.
• Suggest improvements to the customer journey for potential, new and existing customers and the associated handling, be that during visits, written and verbal communications and digital interactions.
• Quantify and report on benefits and improvements delivered.
• Retain, update and report on the central index of all CX improvement activity against all issues.
• Present findings on top contact drivers and root cause of issues to key stakeholders including C-Board.

Skills on Resume: 

• Customer Feedback Evaluation (Hard Skills)
• Service Improvement (Soft Skills)
• Data Reporting (Hard Skills)
• Data Analysis (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Cross-Department Collaboration (Soft Skills)
• Customer Insight Gathering (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary:

• Lead/coordinate a cross-functional team to improve Teaching & learning quality on Noon Academy
• Develop metrics and qualitative tools/rubrics to assess teaching and learning quality
• Facilitate in conducting student surveys to pinpoint general areas of improvement
• Regularly observe/review samples of live classes offered by core Noon Academy teachers to check for the quality of teaching and learning including pedagogy, content accuracy, student engagement, etc
• Employ a data-driven approach alongside qualitative observations to evaluate the performance of specific teachers by analyzing student engagement, retention data
• Schedule feedback sessions with teachers to discuss what’s going well and what needs to improve
• Support in evaluating the performance of teachers in terms of quality of student engagement/learning
• Support in finding, onboarding and training top teachers across the country
• Coordinate the development of quality teaching and learning resources for subjects (presentations, flashcards, graphics, question banks, etc.)
• Organize professional development training for Noon teachers to make their sessions engaging, and effectively use Noon features in and out of class

Skills on Resume: 

• Cross-Functional Team Leadership (Soft Skills)
• Metrics Development (Hard Skills)
• Survey Facilitation (Hard Skills)
• Teaching Observation (Hard Skills)
• Data Analysis (Hard Skills)
• Teacher Feedback (Soft Skills)
• Teacher Onboarding (Soft Skills)
• Professional Development (Soft Skills)