Sr. Analyst, Customer Feedback Data

Sr. Analyst, Customer Feedback DataLabcorp is looking for an exceptional Sr. Analyst Customer Feedback to join our Marketing team. The Sr. Analyst, Customer Feedback Data will serve as an integral member of a growing team that is responsible for key insights that influence business decisions, drive product innovation and help Labcorp better serve our customers.Reporting to the Customer Feedback Program Lead, this role will be responsible for analyzing customer feedback data, uncovering key insights and developing reports for internal stakeholders. We''re looking for someone with strong experience with customer feedback platforms who is comfortable with analytics, attentive to detail while managing platforms and processes, and passionate about arming business leaders with the tools they need to make sound business decisions and improve customer experiences.We seek smart, focused, passionate self-starters who bring energy, new ideas and practical experience to a fast-paced and dynamic team, are obsessed with delivering useful and elegant solutions, and care deeply about their customers and each other.Key responsibilities of role: Customer feedback survey research, including survey design, implementation, data analysis and report creation Extract, analyze and use data to build analysis, metrics and business cases to support decision-making Identify key customer trends, issues and opportunities, and assist in formulating strategies to improve customer experience Understand and define data requirements for various data sources in support of Customer Feedback team initiatives Support the design and implementation of new feedback management solutions, including reporting dashboards Effectively use visuals / infographics to tell the data story Identify and propose enhancements to existing processes and methodologies to improve data quality Provide ad hoc information and insights support to key stakeholders Analyze quantitative and qualitative data from customer feedback methods to identify trends in customer pain points and potential root causes Monitor and adjust the customer feedback system to ensure sustainability and longevity of the process Study, analyze and report on customer feedback relative to experiences, products, and services Consult with and advise management on customer trend data Explore and recommend what other data should be tracked in order to establish actionable Customer Experience metrics that represent what matters most to our customers Experience:3+ years work experience in customer feedback data programs and analyticsSurvey research and design experienceStrong familiarity with Qualtrics, Medallia, and/or similar customer data platformsUnderstanding of business operations and how customer data serves as the engine for variety of cross-functional business decisionsExcellent communication skills, both written and verbalAdvanced Microsoft Office skills (Excel)Excellent presentation skillsFamiliarity with Salesforce, Workday and/or other customer relationship management technologyTrack record in:Using analytics to move business metricsDemonstrated experience in transforming raw data into meaningful informationStrong communicator and experience using data to tell a storyEnhancing the perception and use of analyticsStrong problem-solving skills with a focus on design of experiments (A/B testing)

Created: 2021-11-29