Customer Service Insights Analyst

$60,000 - $68,000/Yr

Brother International Corporation - Bartlett, TN

Full-time - Entry Level

Bartlett, TN

Merchant Wholesalers, Durable Goods

About the position

The Analyst, Customer Service Insights is responsible for gathering, analyzing, and interpreting consumer data to provide valuable insights that enhance business decision-making processes. This role involves collaborating with cross-functional teams to identify consumer behaviors and trends, continuously monitoring performance metrics, and reporting findings to improve customer service strategies and the overall customer experience.

Responsibilities

• Collect, analyze, and interpret consumer data from surveys, feedback, and customer interactions.
• Identify patterns, trends, and behavior to help drive customer service performance.
• Collaborate with cross-functional teams to identify and understand consumer behavior and trends.
• Monitor performance against metrics, KPIs, and survey results.
• Develop and maintain reports, presentations, and dashboards to communicate findings.
• Create trending analysis to propose recommendations and action plans to stakeholders.
• Conduct regular meetings and presentations to communicate findings and strategic recommendations to management.
• Conduct research on industry trends and technologies to suggest innovative approaches to customer insights.
• Adopt customer service analytical tools for customer insight processing.
• Assist in the development and implementation of customer surveys and data collection to gather actionable insights.

Requirements

• Bachelor's Degree (or equivalent experience) in data analytics, business, or a related field.
• 3+ years of proven experience in data analysis, preferably in a customer service or insights role.
• 2+ years of customer service experience.
• Knowledge of Data Analytics tactics and best practices.
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, or similar).
• Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
• Excellent communication skills, with the ability to present complex information clearly.
• Detail-oriented with strong organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice-to-haves

• Awareness of Project Management Methodologies.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Tuition reimbursement