Customer Experience Analyst

"Trulieve Grows One Patient at a Time"

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Role Summary:

Key Duties and Responsibilities

• Data Analytics responsibilities including CX Dashboard development, Customer Research and Voice of the Customer (VOC) Program support, CX data and management information (MI) Collection, and CX Performance Indicators and Measures
• Customer experience strategy and insights responsibilities including Customer Journey mapping and Service Design/Service Delivery Strategy support
• Team lead, responsible for overseeing the work of each CX Analyst at the hub level
• Delivery and governance responsibilities including CX Closed-loop process Implementation and Integration, CX Training Materials and Employee Engagement Plans
• Participate in CX Data Analytics, CX Strategy and CX Governance Meetings
• Develop department specific performance
• Develop predictive models of company performance
• Create and implement surveys
• Ensure data integrity and privacy compliance and opt ins/communication compliance.
• Analyze ROI, lifetime value of customers, customer satisfaction, etc.
• Data manipulation expertise involving data extractions, data matching between multiple systems, transformations, cleansing, and loading
• Interest and/or experience in interpreting results from statistical and mathematical model
• Interest and/or experience in data visualizations, machine learning, and predictive modeling
• Evaluate current user experiences across all lines of business in North America to identify gaps and provide recommendations and strategic solutions
• Partner with business stakeholders, delivery teams, redesign processes and technology capabilities to deliver optimal and customer centric experiences
• Meet with external users to understand and document challenges and feedback; analyze analytics data and user feedback received across the organization; take feedback and findings and create plan for action items
• Create presentations on CX initiatives to present to senior leadership and key business stakeholders
• Help to define and establish criteria and KPI s for assessing implementation success
• Assist with driving cultural change around workforce management by demonstrating the value of effective case management, resource scheduling, utilization and risk management
• Win as a team - make big things happen by working together and being open to new ideas
• Respect and promote inclusion & diversity.

SKILLS AND QUALIFICATIONS

• Inclusive, collaborative, promote open communication, celebrate success, passionate, innovative, committed and able to cultivate authentic relationships.
• University degree or equivalent experience
• Passionate about data analysis, data engineering and science
• Excellent analytics skills on large data sets and have the ability to synthesis into key findings
• Critical Thinking skills
• Knowledge of running queries, databases and data sets
• Knowledge of programming languages
• Knowledge of data visualization tools - Tableau / Microstrategies/Shiny/Kibana)
• Build collaborative networks with key stakeholders
• Excellent interpersonal skills to deal with a wide range of internal customers and stakeholders
• Strategic thinker with ability to influence across the organization
• High attention to detail with ability to work independently and take ownership
• Strong communication, time management, data analysis, and business analysis skills
• Possess strong interpersonal skills with a proven ability to communicate across different levels of an organization
• Ability to work collaboratively with multiple stakeholders in various locations Demonstrated outstanding communication (written, verbal and listening) skills, intuition, and follow-through; combined with a caring attitude
• Ability to effectively present information and respond to questions from management, peers, and employees
• Ability to work under pressure within tight timelines.
• Must be at least 21 years of age
• Must be able to pass a level 1 and level 2 background check and drug screening

Equal Opportunity Employer l Trulieve Supports a Drug Free Workplace