Note: The job is a remote job and is open to candidates in USA. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. As a Customer Experience Analyst, you will analyze customer feedback and operational data to drive service improvements and business growth, collaborating with cross-functional teams to implement enhancement strategies.

Responsibilities

• Identify trends, opportunities, and pain points across customer support channels using various data sources
• Monitor customer feedback to identify emerging trends and issues and perform root cause analysis
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting
• Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans
• Utilize various systems and tools to analyze and deliver insights

Skills

• 6+ years of experience in data analytics, data science, or related analytical roles
• 6+ years of work experience in analytics, data querying languages such as SQL, and statistical analysis methods
• Experience with data-led storytelling and conveying complex insights to non-technical stakeholders
• Experience working with Customer Experience or Voice of Customer metrics, surveys, and customer feedback
• Experience working with customer support operational metrics
• Experience with statistical analysis techniques and utilizing R, Python, or similar scripting languages/tools
• Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field
• 3+ years of experience in customer experience, customer support, customer care, or other service-related analytics roles
• Proficiency in AI-powered tools, including working knowledge of Generative AI technologies
• Experience working with Salesforce
• Knowledge of predictive analytics or ML/AI techniques

Benefits

• Medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection
• ESPP (employee stock purchase program)
• 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure
• HSA (Health Savings Account on the HDHP plan)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure
• Certification discounts and other perks to associations that include CompTIA and IIBA
• Dedicated customer service team for our Consultants that can address questions around benefits and other resources
• Certified Career Coach
• Full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide

Company Overview

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