Skills & Competencies for Customer Experience Analyst

Customer Experience Analyst job profile

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JOB SUMMARY for Customer Experience Analyst

Supports the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

JOB RESPONSIBILITIES for Customer Experience Analyst

Researches best practices to develop metrics and methods to collect and analyze customer data and feedback. Utilizes data management tools to establish a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments. Creates dashboards, reports, and visualizations to analyze metrics and develop insights from various sources. Collaborates with cross-functional teams to deliver and support end-to-end customer experience goals, programs, and practices across the organization.

Customer Experience Analyst SALARY RANGE

BASE 50%
$99,699
TOTAL 50%
$105,900
Job Level
P03
Job Code
SM15000508
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Customer Experience Analyst Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Experience Analyst skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Customer Experience Analyst

1 Job Family Competencies – Data Analytics
Proficiency Level -3
Skill definition-Applying techniques and processes in examining and evaluating raw data to derive conclusions to support business decision-making.
Level 1 Behaviors
(General Familiarity)
Describes the fundamentals of data and business analytics.
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Level 2 Behaviors
(Light Experience)
Applies broad knowledge and best practices to provide data analytics services to clients.
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Level 3 Behaviors
(Moderate Experience)
Communicates and interprets data to provide clarity to non-technical and technical audiences.
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Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to produce data analytics key indicators and metrics.
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Level 5 Behaviors
(Mastery)
Designs the conceptual, logical, and physical data models to support the analytic data requirements.
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2 Job Family Competencies – Call Center Management
Proficiency Level -3
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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3 Customer Experience Analyst - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Analyst
Proficiency Level - 4
5 Competency for - Customer Experience Analyst
Proficiency Level - 5

12 soft skills or competencies (core competencies) for Customer Experience Analyst

1 Core Competencies – Gathering Information
Proficiency Level -3
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Cites examples of methods used to collect and compile information.
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Level 2 Behaviors
(Light Experience)
Applies techniques and tools to gather, organize, and archive pertinent information.
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Level 3 Behaviors
(Moderate Experience)
Analyzes employees' feedback to determine necessary changes to be implemented within our business.
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Level 4 Behaviors
(Extensive Experience)
Implements strategies to streamline the data collection process.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced tools and methods to simplify the information-gathering process.
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2 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -2
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Cites examples of KPIs applied at individual, team, and organizational levels.
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Level 2 Behaviors
(Light Experience)
Assists in KPI analysis and patterns discovery to support management in decision making.
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Level 3 Behaviors
(Moderate Experience)
Collaborates with related stakeholders to decide cross-functional KPIs.
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Level 4 Behaviors
(Extensive Experience)
Analyses the pros and cons of specific KPI metrics to ascertain the best course of action.
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Level 5 Behaviors
(Mastery)
Builds and updates innovative KPI management tools to optimize KPI selection and implementation processes.
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3 Customer Experience Analyst - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Analyst
Proficiency Level - 4
5 Competency for - Customer Experience Analyst
Proficiency Level - 5

Summary of Customer Experience Analyst skills and competencies

There are 0 hard skills for Customer Experience Analyst..
11 general skills for Customer Experience Analyst, Data Analytics, Call Center Management, Customer Analytics, etc.
12 soft skills for Customer Experience Analyst, Gathering Information, Key Performance Indicators (KPI), Industry Knowledge, etc.
While the list totals 23 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Experience Analyst, he or she needs to be skilled in Gathering Information, be proficient in Key Performance Indicators (KPI), and be proficient in Industry Knowledge.

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