Job Title : Data Analyst

Location : MTV CA or remote

Job Description 

Responsibilities 

Analyze data on the experiences of customers, articulate and visualize their overall experience and gain actionable insights from them

Drive, own, and execute data collection from customers, including surveys, CRM linkages, and report development

Develop data visualizations to drive more informed business decisions

Utilize business process modeling to create models that reflect an intuitive, non-technical model of how the business is conducted

Identify key trends and outliers across customer verbatims, scores, and feedback

Identify issues and recommend changes to drive data-based strategic decision making

Produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience

Plan and lead cross-functional design sessions that leverage key findings

Establish and maintain effective working relationships with internal stakeholders and external partners

Education

Bachelor's degree in IT, business, computer science, statistics, or a related field

Required Skills and Experience

7+ years of experience in a customer experience role

Expertise in developing dashboards and visualizations using Qlik sense

Expertise in database design and SQL

Experience working with customers in a multi-channel setting, including chat, email, and phone support

Experience with business process mapping, process analysis, and needs assessments

Experience working with large, noisy, and complex real-world data in preparation for statistical analysis

Experience performing data analysis and reporting in both detail and summary formats

Experience working with market and customer research inputs

Strong statistical and mathematical skills

Must have

Mapping customer journey

Qlik sense

SQL