Insight Global - Sunnyvale, CA
posted 3 months ago
Insight Global is seeking a Customer Experience Analyst for a leading client in the AR/VR industry. This role is integral to a global customer experience practice that is dedicated to enhancing customer experiences throughout the entire customer journey. As a Customer Experience Analyst, you will be responsible for leveraging customer insights to drive business improvements and foster customer-centric decision-making across the organization. Your contributions will be vital in driving customer satisfaction and loyalty by analyzing customer feedback, identifying areas for improvement, and collaborating with cross-functional teams to develop and implement strategies that enhance the overall customer experience. In this position, you will manage end-to-end analytics and reporting, synthesizing customer feedback from various sources such as social media, product reviews, support cases, and voice of customer surveys. You will monitor social media channels to identify emerging trends and issues, conducting deep dive analyses to uncover root causes and pain points. As a champion for the voice of the customer, you will share insights widely and collaborate with business partners to promote customer-centric decision-making. Additionally, you will develop and maintain robust reporting systems to track customer experience metrics and KPIs, integrating direct and indirect customer feedback with other data sources to provide a comprehensive view of product experience drivers. Your role will also involve advocating for customers and influencing corrective actions through periodic and ad-hoc reporting, while proactively evangelizing insights among key stakeholders. You will collaborate with cross-functional teams to design and plan future products and services that address customer issues and desires, and present insights and recommendations compellingly to stakeholders and executives to ensure that customer perspectives are prioritized in strategic decisions.