11 general skills or competencies (Job family competencies) for Customer Experience Analyst
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)
Discusses the models and roles of business data analytics.
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Level 2 Behaviors
(Light Experience)
Conducts data cleaning process by removing duplicate records to ensure effective data analytics.
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Level 3 Behaviors
(Moderate Experience)
Partners with internal and data engineering teams to fully optimize acquisition data sources.
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Level 4 Behaviors
(Extensive Experience)
Enhances data collection procedures to build analytic systems.
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Level 5 Behaviors
(Mastery)
Develops robust analytics requirements to define algorithms and data sources for stakeholders.
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Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Describes the importance of call center management to meet or exceed customer service metrics.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
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12 soft skills or competencies (core competencies) for Customer Experience Analyst
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Describes the importance of gathering relevant information in making informed business decisions.
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Level 2 Behaviors
(Light Experience)
Checks multiple sources to get complete and accurate information.
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Level 3 Behaviors
(Moderate Experience)
Asks questions and gathers the necessary information to make informed business decisions.
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Level 4 Behaviors
(Extensive Experience)
Monitors the overall process of records retention programs.
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Level 5 Behaviors
(Mastery)
Designs a system for monitoring the effectiveness of data-gathering channels.
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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)
Contrasts KPI with other performance management tools, such as Balanced Score Card (BSC) and Objectives and Key Results (OKR).
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Level 2 Behaviors
(Light Experience)
Follows up on regular action items related to KPI implementation.
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Level 3 Behaviors
(Moderate Experience)
Consolidates internal and external information to define and select applicable KPI.
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Level 4 Behaviors
(Extensive Experience)
Designs and develops KPI metrics and dashboards for various functions and purposes.
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Level 5 Behaviors
(Mastery)
Conducts lectures on KPI best practices at industry conferences.
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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.