Associa is seeking to improve customer satisfaction and loyalty by gathering, analyzing, and visualizing customer experience data
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)
- Proficiency in data visualization techniques
- Experience with data integration and management
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
- 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
- Refine data collection and reporting processes for accuracy, speed, and relevance
Other
- Bachelor’s degree in Business, Data Analytics, Statistics, Economics, or related field
- 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
- Ability to work effectively across departments and with stakeholders at all levels
- Analytical Mindset – Uses data to solve problems and guide decisions
