Customer Experience Analyst
Current• Spearheaded the analytics strategy in collaboration with team leadership, defining key metrics, establishing goals, and prioritizing high-impact opportunities, laying the foundation for a comprehensive Voice of the Customer program from inception• Supervised a team comprising two analysts and two vendors dedicated to customer experience and operational analytics, gauging efficiency and effectiveness aligned with overarching organizational objectives• Identified opportunities for continuous improvement - support development and implementation of changes to non-efficient processes and procedures to streamline operations and minimize wastes and resources within Customer Support. Drove improvement to organizational North Star customer experience metric, identified critical areas for digital deflection and highlighted agent process gaps• Partnered with Customer Experience teams across experience touchpoints to synthesize insights for the end-to-end customer journey• Established cross-functional relationships to influence partners’ roadmaps, such as Product Design, Product Engineering, and E-commerce, to drive product and service improvements,reducing customer contacts • Conceptualized business solutions within customer support, ensuring compliance, operational viability, and a strong focus on delivering exceptional experiences. Strategy involved conceptualizing programs, refining processes, establishing policies, and optimizing tools• Championed the customer's perspective in product launches, collaborating with cross-functional teams to incorporate essential customer insights • Collaborated with engineering and data science to build/maintain data infrastructure (data pipelines, aggregated data sets, reports, dashboards) to monitor the performance of our operations and drive business understanding• Oversaw vendors for voice of the customer survey and data collection tool management and implementation
