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Customer Experience Analyst

Rockville, MD 20850

Employment Type: Permanent Specialty : Market Research, Marketing Job Number: 1497

TorchLight seeks a Customer Experience Marketing Analyst for an organization based in the Washington, D.C. metro area. The CX Marketing Analyst will manage the overall CX survey program including survey creation, deployment, and results analysis. He or she will work closely with stakeholders to understand customer satisfaction drivers and related ways to improve the customer experience.

Responsibilities:
  • Manage survey deployment and customer experience platform, working with outside vendor
  • Determine reasons for CSAT results using root cause analysis (data audits, data mining, correlation analysis)
  • Produce survey and business process reports and analytics; make recommendations for optimization based on data
  • Collaborate with business partners to deliver automated reporting and dashboard capabilities for surveys including NPS results; provide ongoing upgrades to reporting tools
  • Distribute and present research findings and analysis to stakeholders through a variety of channels
  • Ensure survey systems produce accurate data including oversight of response and drop rates, record frequency, and data transfer
  • Work with stakeholders to evolve CX program based on business and customer needs
  • Oversee third-party vendor
  • Manage CX survey program invoices and budget

Qualifications:
  • 2+ years of experience in customer experience or customer satisfaction, or similar, analysis; healthcare experience preferred
  • Demonstrated success creating queries using SQL or Business Intelligence platforms
  • Experience working with customer satisfaction data and survey methodology, as well as Marketing Analytics and Automation
  • Highly adept at data management, reporting and analysis
  • Strong project management skills with high attention to detail
  • Excellent written and verbal communication abilities
  • B.A./B.S. required
TorchLight matches qualified candidates like you with marketing, communications, creative, and digital roles that are a professional and cultural fit. We can help you find a new position at a variety of exciting organizations that match your career goals and aspirations. Whether you are interested in contract, contract-to-hire, or permanent positions, we are 100% committed to ensuring that you have a positive candidate experience and to helping you succeed in your next career move. Benefits for Contractors In addition to competitive compensation, TorchLight offers our contractors industry-leading benefits like medical insurance and 401(k) plans. Contact us for more information.

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