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Data Analytics Manager/Customer Experience

$42.22+ / hour
Full-time
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Client - Major Financial Firm
Duration - 12 + months (possible extension)
Location - LIC, NY 11101
Rate - $42.22/hr on W2 (OT past 40 hours = $63.33/hr)



Job Description:
This role is a key position supporting the Customer Experience Defect & Pain Point Remediation Team in expanding its role to include full review and analytics of daily customer feedback; escalating identified issues and key customer suggestions, and working with tech teams on issue resolution. Position requires full understanding, management and usage of key data analytics tools; candidate must develop tracking mechanism and reporting for key findings, progress and key performance indicators (KPIS)

Manage Opinion Lab tool for key web pages (designed to collect, analyze, and leverage real-time feedback from engaged visitors to web and mobile pages where we are capturing customer feedback across all brand touch points)
Learn and use Tea Leaf tool that captures website interaction from the actual users' perspectives
Review and analyze all daily data; develop tracking and reporting mechanisms
Distribute feedback to key journey owners to incorporate into web experiences
Submit and coordinate trouble tickets and maintenance requests to remediate customer pain points with tech teams
Develop framework for and report ongoing KPIs

Qualifications:
3-5 years of Business, Marketing or Customer Engagement experience
Strong data management and analytical skills
Exceptional Excel and PowerPoint skills for tracking and reporting
Relationship management, interpersonal, and organizational skills a plus
Self-starter ability to learn the use of complex data analytic tools quickly

Last updated on Feb 11, 2016

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