at Pearson in Augusta, Maine, United States
Digital Customer Experience Analyst
As a Digital Customer Experience Analyst, you are obsessed with understanding the customer’s experience across the customer journey. You are highly skilled in analyzing data and have a passion for creating powerful visualizations to deliver actionable insights to business teams. You will leverage your experience in survey creation to bring a deeper understanding and nuance to the data analysis. You will build upon your experience in developing text analytics capabilities to establish and optimize new insights from unstructured data. You have a strong foundation in analytics and experience collaborating with product management, engineering, customer support, and marketing teams. And most importantly, you bring your passion for problem solving and your data analytics superpowers to tackle even the most challenging problems.
+ Apply statistical techniques to develop models of customer behavior such as website usage, user navigation workflows
+ Work with product development and business teams to create set of actionable metrics that represent customer success, opportunities for improvement, and overall customer satisfaction.
+ Design and optimize text analytics capabilities that evolve with product, service and business requirements
+ Identify/develop metrics/ benchmarks and provide insight behind the information in the various visualizations and dashboards that you create and maintain for internal stakeholders as well as external customers.
+ Champion the utilization of common analytical processes and terminology to create a universal measure of customer success that all internal stakeholders can understand.
+ Work with development teams and end users to design, publish and maintain analytical reports to make key customer and marketing information available to sales, marketing and product technology owners.
+ Analyze historical customer sentiment across various attributes and compare to current sentiment, to drive action planning with internal teams.
+ Ability to interface effectively with multiple levels of management and functional disciplines.
+ BA or BS in Computer Science, Marketing, Data Analytics or related field
+ 3+ years experience designing, operating, or developing data analytics platforms.
+ Experience in designing and optimizing text analysis capabilities
+ Experience in Customer Experience and/or survey applications; statistics background a plus.
+ Excellent written/oral communications and analytical skills.
+ Knowledge and Skills: In-depth knowledge of marketing principles, practices, tactics and tools.
+ Experience with data visualization platforms (Tableau, Grafana, Geckoboard, Splunk, GoodData, Plotly, Google Data Studio, or similar.)
+ Experience managing a large-scale web analytics platform (ie: Google Analytics) and working with both development and marketing to ensure proper instrumentation of web applications
+ Experience measuring end-user performance for both mobile and desktop web applications
+ Strong mastery of data structures and SQL
+ Experience working with cloud services (AWS, Azure, GCP) and analytics services offered by the various cloud service providers.
+ Strong communication skills — including the preparation and delivery of presentations to a wide variety of audiences.
Organization: Assessment & Qualifications
Req ID: 1033