Apply for CX Measurement Strategist Developer Job

4+ Years Relevant Experience

Tools & Technologies: Qualtrics, Tableau, Adobe Analytics, SQL, Survey Platforms, Dataiku, Teradata

Role Summary:

• The CX Measurement Strategist will collect, analyze, and interpret customer data from both offline and online sources to identify trends, patterns, and insights related to customer behavior, preferences, and satisfaction levels.

Activities:

• Define and track key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), customer effort score (CES), and other relevant metrics.
• Analyze these metrics to measure the effectiveness of customer experience initiatives and identify areas for improvement.
• Work with the Analytics team to prepare regular reports and presentations to communicate findings, insights, and recommendations to stakeholders, including senior management.
• Provide actionable insights to drive decision-making and improve the overall customer experience.
• Partner with the CX strategy and research team to map out the entire customer journey, from initial contact to post-purchase experience, using data to identify pain points, areas of improvement, and opportunities for enhancing the overall customer experience.
• Work with the CX strategy and research team to design and implement programs to capture customer feedback through surveys, interviews, focus groups, and other feedback channels.
• Analyze and synthesize this feedback to gain a deep understanding of customer needs, expectations, and satisfaction levels.
• Take the omni-channel approach—leveraging both structured and often-overlooked unstructured data.
• Partner with VoC programs that exist within the business.
• Collaborate with cross-functional teams, such as marketing, sales, product development, and customer support, to ensure a consistent and seamless customer experience across all touchpoints.
• Provide guidance and support to these teams based on customer insights and data analysis.
• Work with the RAD-CX teams and product managers as we solidify the customer journey and the multiple touchpoints within.
• Participate in scrum calls with both CX and Analytics teams, and support review of kanban work request board.
• Work with RAD-CX, PMs, and other stakeholders to continuously refine how we use data to measure the end-to-end customer experience, how we tell the data story, and how we turn insights into actions.
• Build knowledge of datasets and understand gaps in datasets to effectively lead initiatives through data.

Deliverables:

• 30-60-90 day plan to support the activities highlighted here
• Measurement plans
• VoC plans
• Reports
• Journey maps
• Measurement audits