Posted in General Business 30+ days ago.
This job brought to you by eQuest
Location: Woburn, Massachusetts
The Customer Experience Analyst helps collect, manage, analyze and report on all customer feedback submitted through various customer outreach initiatives, including but not limited to surveying, a Voice of the Customer (“VOC”) program, customer interviewing and focus groups. The Analyst supports the Customer Experience Manager in partnering with cross-functional teams to identify what influences and improves customer satisfaction to enhance the customer experience, strengthen our brand and enable operational efficiencies.
The Analyst will serve as the point of contact for all research vendors, including those who manage American Tower’s VOC platform and surveying functionality. He/she will administer “OpinionLab,” American Tower’s online VOC platform, to manage the execution, maintenance and evolution of the VOC program, including developing standardized, ongoing reporting to be delivered to leaders throughout the organization. He/she may also follow-up with customers to gather more in-depth feedback and then assemble data and insights in a logical manner for the Customer Experience Manager. The Analyst will create and implement analytical reports, complete ad hoc reporting requests, and serve as a subject matter expert on all reporting projects. He/she will work with the Marketing Operations team to provide the necessary data so they can work to identify correlations between customer feedback and leasing process milestones.
The incumbent may have direct customer interaction, following up with customers regarding certain feedback responses to acquire more information. Partnering with the Customer Experience Manager, the Analyst will continually improve his/her level of knowledge and understanding of the customers and the business to make insightful recommendations about changes to internal processes, tools, and organizations and to the value proposition/marketing messages. He/she will also help to ascertain which internal changes warrant communication back to the customer and project manage any corresponding educational marketing campaigns.
Other duties as assigned
EDUCATION AND EXPERIENCE:
Approximately 90% performed in climate-controlled internal office environment working under normal office conditions. Approximately 10% travel may be required in support of the position’s responsibilities.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk and hear. While performing the duties of this job, the employee frequently is required to stoop, kneel and crouch, lift weight or exert a force up to a maximum of 25 pounds.
We are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.