Supports the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.
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.
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.
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)
Lists the tools and techniques in business data analytics.
Level 2 Behaviors
(Light Experience)
Supports the existing business technology systems to develop a mature data analytics capability.
Level 3 Behaviors
(Moderate Experience)
Works with data analytics team to ensure data integrity and accuracy on the service.
Level 4 Behaviors
(Extensive Experience)
Shares to the team the latest technological advances to accelerate data analytics.
Level 5 Behaviors
(Mastery)
Shares emerging advancements and technologies in data analytics to our organization.
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Lists the technologies, applications, and tools used in call center management.
Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Names commonly used tools and techniques for data collection.
Level 2 Behaviors
(Light Experience)
Obtains needed information by asking skillful and persistent questions.
Level 3 Behaviors
(Moderate Experience)
Utilizes various tools and technologies to validate information acquired from different sources.
Level 4 Behaviors
(Extensive Experience)
Synthesizes information from various sources to enable strategic decision-making by our leadership.
Level 5 Behaviors
(Mastery)
Generates innovative plans for curating and managing gathered information from different sources.
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)
Lists some typical KPIs from own industry, business, and function.
Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
Level 3 Behaviors
(Moderate Experience)
Maintains an organized data management process to track progress on KPIs.
Level 4 Behaviors
(Extensive Experience)
Leverages the Business Intelligence (BI) technologies and tools for KPI reporting and analysis.
Level 5 Behaviors
(Mastery)
Monitors the efficiency and effectiveness of current organizational KPI architecture.
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.
