Customer Experience (CX) Analyst

A Brief Overview

As a CX Analyst , you will support customer experience initiatives and projects to enhance the customer journey ensuring that every interaction aligns with our commitment to delivering service so great, it's memorable. As part of the CX team, you will help deliver projects that drive improvements to conversion rate and support our operational goals. You will also support other CX team initiatives, such as content strategy and Core CX programs and products as necessary.

What you will do

• Outlines and writes business requirements for development projects, attends refinement sessions, works with product owners, systems analysts and developers to ensure project outcomes align to business requirements and timelines are met and performs UAT as needed.

• Supports team in maintaining A/B and multivariate testing roadmap, identifying new testing opportunities through quantitative and qualitative data and insights, and participates in any cross-functional projects to optimize performance and deliver on program goals.

• Analyzes data and reporting on day-to-day program health and performance to identify potential issues and future opportunities.

• Analyzes data and reporting on specific impacts of CX initiatives - objectives, results, and KPIs to drive insights and actions by highlighting trends, successes and learnings.

• Responsible for working with the creative and UX teams to convey objectives of projects and initiatives and ensure design and content of creative assets meet the defined requirements and lends to an optimal customer experience; Attend content review sessions and provide actionable feedback based on insights.

• Responsible for creating and maintaining documentation of end-to-end (E2E) customer journeys for specific projects and experiences, and for identifying opportunities for improvement utilizing customer and associate feedback and data insights.

• Understands goals and objectives for all projects and tasks and communicates them to others effectively; Support project management of initiatives as needed.

• Performs other duties as assigned

• Complies with all policies and standards

What You'll Need

• Bachelor's Degree or equivalent work experience Required

• 1-3 years Relevant work experience Required

• Experience utilizing content and process management tools such as Miro and Figma, as well as external content management and deployment tools, such as those within Salesforce - Marketing Cloud, Sales Cloud and Service Cloud (Medium proficiency).

• Experience with Jira/Atlassian/Confluence or a comparable project management platform (Medium proficiency).

• Experience analyzing and reporting on performance metrics, including conversion and engagement rates (Medium proficiency).

• Strong desire to learn, critical thinker, driven, flexible and detail oriented (High proficiency)

• Ability to adapt quickly and effectively in a fast-paced agile environment to address changing customer expectations and requirements (High proficiency)

• Excellent written, verbal and presentation skills to communicate strategy, Customer Experience enhancements and customer insights to partners (High proficiency)

• Proficient in Microsoft products such as Word, Excel & PowerPoint (High proficiency)

What You'll Get

• Competitive weekly pay and bonus opportunities.

• Total job benefits valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.

• Up to $5,250 in tuition reimbursement per year.

• View all our health, wealth and life offerings at www.safelitebenefits.com.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

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This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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