Customer Experience Analyst

Location:

Job Posted:
Mar 25, 2024
Company:
Trulieve

Company & Role Overview

Summary

"Trulieve Grows One Patient at a Time"

Requisition ID:

Remote Work Available:

Job Title:

Department:

Reports to:

FLSA Status:

Salary:

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

Working Environment

(No Information)

About Trulieve