Customer Experience Data Analyst (CX Specialist)

Job Purpose:
Tech Data is in need of an experienced Customer Experience Specialist (Analyst). With data insights, surveys and voice of the customer you will help the Customer Experience Management (CXM) Practice deliver on an enterprise strategic goal of customer-first transformation. Reporting to the Manager of CX Insights and Research, you will deliver on the process we use to measure and map customers across journeys, segments and regions. You will utilize the data from listening programs to deliver world-class dashboards on an enterprise Platform that galvanizes the organization around the stories of customers and allows Tech Data to relentlessly advocate on behalf of our customers.

You understand what it means to be customer-obsessed and are passionate about developing best-in-class compelling Customer Experience thru data insights. You will employ expertise in CX programs, insights, and partner with stakeholders across the organization to collect and internalize data to find solutions for our customers.

You are on a growth journey within the CX field and are hungry to learn about end-to-end customer transformation, journeys and listening pathways to influence winning solutions. Your insights derived will help CXM enable the business to retain customers and increase revenue.

Responsibilities:

• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS, CES, CAS, to gauge how the brand is performing on CX performance parameters.
• Identifying ideal customer profiles, metrics, and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
• Utilize various systems and methods to lead small projects to deliver data-rich insights within the organization. (Excel, Qualtrics, Tableau)
• Deliver CX measurements in the areas of voice of customer and surveys to understand and action customer feedback.
• Track and deliver on customer insights in a feedback lifecycle to give the organization data-driven insights.
  

Knowledge, Skills and Experience:

• 3 to 5 Years of relevant work experience is required.
• Bachelor's Degree required
• Process Improvement, CX Practitioner, Analytics background preferred
• Able to execute instructions and to request clarification when needed.
• Possesses advanced data entry skills and mathematical calculations skills.
• Able to recognize and attend to important details with accuracy and efficiency.
• Able to communicate clearly and convey necessary information.
• Able to converse and write effectively in English.
• Understand, communicate, and collaborate effectively with people across various identities.
• Able to adjust readily to change and adapt as needed.
• Able to effectively multi-task.
• Able to maintain confidentiality of sensitive information.
• Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
• Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
• Able to collaborate and build solid, effective working relationships with others.
• Able to use relevant computer systems and applications at an intermediate level.
• Prefer certification in CX (CXXP, XM)
• Prefer advanced knowledge of Customer Insights Engine (Qualtrics, Medallia)
  

Working Conditions:

• Remote / Work-from-home.
• Professional, office environment.
  

Tech Data Statements:

Tech Data is committed to the full inclusion of all qualified individuals. As part of this commitment, Tech Data will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your recruiter

Tech Data is an Equal Opportunity Employer- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

At Tech Data we embody our shared values of Collaboration, Accountability, Integrity, Excellence and Inclusion. Our organization strives to provide a diverse and inclusive environment for all our colleagues, company and community.

#LI-TR1

Cultural Competency Requirements:

• Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.

Tech Data is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.