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)
Explains how to apply data analytics to successful strategies.
Level 2 Behaviors
(Light Experience)
Conducts data cleaning process by removing duplicate records to ensure effective data analytics.
Level 3 Behaviors
(Moderate Experience)
Prepares data analytics tool to create visualizations.
Level 4 Behaviors
(Extensive Experience)
Leads overall data analytics activities of our organization to apply decision-making techniques.
Level 5 Behaviors
(Mastery)
Establishes best-in-class analytic data to improve performance by discovering patterns in data.
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Documents the industry standards and best practices for call center management.
Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Explains the use of surveys and interviews in gathering the necessary information.
Level 2 Behaviors
(Light Experience)
Conducts basic research to identify current industry trends and best practices.
Level 3 Behaviors
(Moderate Experience)
Participates in various company events to gain information about current business operations.
Level 4 Behaviors
(Extensive Experience)
Provides training to others about new techniques and strategies for effective data collection.
Level 5 Behaviors
(Mastery)
Develops best practices and programs to improve data collection across our business.
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)
Describes the concepts and purposes of Key Performance Indicators (KPI).
Level 2 Behaviors
(Light Experience)
Follows up on regular action items related to KPI implementation.
Level 3 Behaviors
(Moderate Experience)
Defines KPIs in terms of Specific, Measurable, Achievable, Realistic, and Timely (SMART) goal criteria.
Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs on KPI practices to employees and managers.
Level 5 Behaviors
(Mastery)
Defines and modifies strategic KPIs to drive organizational objectives and priorities.
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.
