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Customer Experience Analytics Contractor

Washington, DC 20049 | Contract

Job ID: 1138 Specialty : Marketing

TorchLight seeks a Customer Satisfaction contractor for a leading member association headquartered in Washington, DC. This role will be responsible for capturing and translating KPIs into actionable insights that drive customer experience improvements and build customer satisfaction and loyalty.  Candidates should have strong data analytics and project management skills.

  • Gather, analyze and craft insights based on customer experience research and data collected from Net Promoter Score surveys
  • Provide data oversight and manage the implementation of new data feeds and dashboards within Clarabridge and Qlikview
  • Manage overall project timelines and update senior leadership on progress on regular basis

  • At least 5 years of data analytics experience, specifically implementing and evaluating NPS surveys
  • Experience working within data visualization software (Qlikview, Tableau, Domo, etc.)
  • Experience with text analytics and analyzing VOC findings to identify actions that improve customer experience
  • High degree of comfort leveraging consumer data, both qualitative and quantitative
  • Ability to excel in a highly matrixed, cross-functional team environment
  • Excellent project management and written and verbal communication skills
  • Bachelor’ s degree or higher

TorchLight, founded in 2012 and headquartered in Alexandria, Virginia, is the Washington, D.C. region’ s premier search and staffing firm serving the marketing and communications sector. TorchLight is the trusted partner to help commercial and nonprofit organizations of all sizes identify and place marketing and communications professionals in permanent, contract and contract-to-permanent positions. In 2016, Inc. Magazine’ s Inc. 5000 survey ranked TorchLight No. 621 of the 5, 000 fastest-growing private companies in America. Learn more at
TorchLight Hire is the Washington, D.C. region’s premier search and staffing firm placing marketing, communications, digital and creative professionals in contract, contract-to-hire, and permanent roles across a variety of industries in the DC metro area. At TorchLight, we know the recruitment and hiring process—and the DC metro area job market inside and out. More importantly, we know marketing and communications, with team members who have deep subject matter expertise prior to their tenure at TorchLight. In 2016 and 2017, Inc. Magazine’s Inc 5000 ranked TorchLight No. 621 and 2386 respectively as one of the 5,000 fastest-growing private companies in America. In 2017, TorchLight was recognized in 2017 as one of the DC area's Best Places to Work by the Washington Business Journal.. Learn more at

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