CX Insights Analyst

Key Responsibilities

• Supporting the Insights Manager in the running of the VoC program including delivery of reports, by improving the data sources, and quality of feedback
• Collaborating with RevOps to ensure data hygiene across our platforms
• Responsible for maintenance and development of CX dashboards (SFDC and Gainsight) to inform priorities and improve GRR

Qualifications & Competencies

• Minimum of 2 years of professional experience in a related field, ideally in B2B SaaS
• High level of general technical understanding
• Easily adopts to new technology
• Problem solving capabilities, attention to detail, data handling skills
• Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences
• Understanding of user experience
• Experience of working with large volumes of data
• Experience training and supporting users
• Knowledge of scripting languages (e.g., SQL) preferred
• Experience with Salesforce preferred
• Proficient in MS Office (primarily Excel)