SeattleRecruiter Since 2001
the smart solution for Seattle jobs

Senior Data Analysis - Voice of Customer

Company: AT&T
Location: Hansville
Posted on: June 12, 2021

Job Description:

At AT&T, were connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, youll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.About the TeamExperience analytics team is part of digital analytics and is responsible for tracking and measuring the overall effectiveness of the digital experience. This team will partner with product and business teams across Digital organization. We define, measure and analyze key customer metrics like Customer Satisfaction, Customer Effort Score and Task Accomplishment for (desktop site, mobile site and app) from Foresee Intercept Surveys. We produce actionable customer pain points, insights and recommendations to strengthen the quality and performance of our digital capabilities. The team will work cross-functionally to ensure actions are taken to implement solutions that matter to improve the customer experience and achieve business goals.About the JobAs Sr. Data Analysis - Voice of the Customer (VOC), you will dive deep into different sources of customer experience data (Foresee surveys, Opinion Lab, adobe analytics, Quantum Metric and Session replays) to draw out actionable insights, translate them into powerful stories and report out to leadership across the organization. Working closely with various cross functional teams in the AT&T digital org, your deep understanding of data and passion for our customers experience will directly contribute to larger action plans that drive customer experience improvements.In this role, you will Develop an understanding of our customers digital experience, and using several data sources, identify key opportunities for improving their experience Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner Collaborate with stakeholders across the globe to champion customer-centricity and the use of customer feedback to improve the customer experience Perform analysis on quantitative and qualitative data and provide insights/recommendations to stimulate action Participate in proactive team efforts to achieve departmental and company goalsResponsibilities and Day-to-Day View- Analyzes VOC data and provide meaningful, measurable insights to improve customer experience.- Partners with Design, Product, Business & Tech Dev to ensure actions are taken to address issues.- Identify defects affecting customer experience from surveys / opinion lab data and open tickets so product/Scrum teams can fix them in a timely manner.- Participate in proactive team efforts to achieve departmental and company goals- Use Quantum Metric tool to size how big is the customer pain point and also view customer sessions to understand the customer issues deeper.- Perform root cause analysis with relevant Subject Matter Experts.QualificationsBachelors Degree in Mathematics or Statistics or Data analytics or customer experience or related field Experience in a data analyst role 3+ years of relevant work experience in Voice of Customer, customer insights, business analytics, CX measurement, structured and unstructured data analysis. Technical experience with customer experience survey software (e.g. Foresee/Verint or Qualtrics) and experience with Quantum Metric/Session Replay tools Strong Excel, PPT and storytelling skills A passion for customer experience with an outside in approach Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others. Power BI/Tableau visualization and data engineering skills (preferred). Ability to prioritize, organize, analyze and summarize data from multiple sources (experience with SQL preferred) with a demonstrated ability to translate into actionable recommendations. Strong project management skills with the ability to juggle multiple priorities simultaneously in a fast-paced environmentAT&T is leading the way to the future for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, weve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!

Keywords: AT&T, Seattle , Senior Data Analysis - Voice of Customer, Other , Hansville, Washington

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest Washington jobs by following @recnetWA on Twitter!

Seattle RSS job feeds