Associa is looking to enhance customer satisfaction and loyalty by analyzing customer experience data to provide actionable insights for improvement.
Requirements
- Proficiency in BI tools (e.g., Power BI, Tableau, Looker) and data manipulation (Excel, Power Query, SQL).
- Strong analytical skills with the ability to interpret large, complex datasets.
- Experience with customer satisfaction survey platforms (e.g., Qualtrics, Salesforce Feedback Management, SurveyMonkey).
- Knowledge of statistical methods for survey analysis and performance benchmarking.
- Familiarity with CRM and operational systems (e.g., Salesforce, ERP).
Responsibilities
- Collect, validate, and analyze customer satisfaction data from surveys, feedback platforms, CRM systems, and operational systems.
- Incorporate service delivery timelines, SLA compliance, defect rates, and support ticket resolution performance into customer satisfaction analytics.
- Integrate multiple data sources to create a unified view of customer sentiment, trends, and performance drivers.
- Design, develop, and maintain interactive dashboards and reports (e.g., Power BI, Tableau) for customer satisfaction, operational KPIs, and related metrics.
- Automate recurring reports to improve efficiency and consistency.
- Identify patterns, root causes, and correlations between operational performance (e.g., SLA adherence, product delivery) and customer satisfaction scores (CSAT, NPS, Customer Effort Score).
- Monitor trends over time and assess the impact of improvement initiatives.
Other
- 2+ years of experience in business/data analysis, preferably in a customer experience, operations, or customer insights role.
- Excellent communication skills with the ability to simplify complex findings for diverse audiences.
- Analytical Mindset – Uses data to solve problems and guide decisions.
- Attention to Detail – Ensures data accuracy and reporting precision.
- Storytelling with Data – Communicates insights in a way that motivates action.
