Customer Experience (CX) Analyst

The CX Analyst is a senior-level advocate for students and is responsible for the voice of the customer by conducting quantitative and qualitative research with students as well as mine insights from the VOC / text analytics platform. They will act as the evangelist for students, track and understand student feedback and recommend changes that positively impact the student experience, learning outcomes, and retention. Job Skills: The candidate will create and monitor dashboards and reports to identify trends, track the impact of improvement efforts, and monitor key metrics tied to moments that matter. They will use a myriad of CX tools and solutions, including VOC platform solutions, journey mapping, and qualitative research to draw holistic experience stories and link insights to business performance, optimization, and activation. This position will partner closely with internal stakeholders and student-facing teams to better understand business goals and objectives and ensure we have the right data and capabilities to create actionable insights for business and student success. Research and Analysis. Manage customer data sources, such as mystery shopping, surveys, qualitative research, and VOC platform solutions, such as Qualtrics Discover Partner with IT, business, and analytic teams to continuously evaluate, enhance and update data sources available Manage and analyze the VOC data to better understand student delights and pain points over time, and to identify the root causes of student feedback Analyze unstructured data/text analytics collected from feedback sources including chats, phone calls, and surveys Assess and document the current student journey. Build customer journey maps identifying pain points and opportunities to envision positive and exceptional experiences Stay current on key higher education industry and CX trends, research, recommend best practices, KPIs and benchmarks, and, where relevant, incorporate into ongoing experimentation and adoption. Apply a rigorous and ethical approach to all data collection and analysis Customer Empathy. Be a customer and data storyteller with the ability to visualize and communicate the voice of our customer to the organization and build company –wide understanding and empathy clearly and succinctly Foster partnerships with other departments to understand operational procedures and strategies Align and collaborate with other analytics and insights teams to tell a cohesive story about our students Identify potential listening posts, design, and implement instrumentation to harvest insights across broad touchpoints throughout the experience lifecycle Educate and build deeper empathy about our students, clearly articulate their needs and pain points, and identify potential solutions Operational Tasks. Refine Qualtrics XM Discover (text analytics) topic models, transcription and sentiment tuning Ensure operational excellence in maintaining tools and processes, keeping reporting tools up to date Key Deliverables: Monthly/quarterly reports, ad hoc reports, journey mapping Work Experience: 2 years in customer experience measurement and analysis Experience with text analytics tools, a plus (e.g. Qualitrics XM Discover / Clarabridge) Advanced understanding of and experience with relational datasets, data warehouses, data mining, and data analysis techniques, a plus Experience analyzing VOC feedback to identify actions that improve customer experience Experience with NPS, CSAT, and CX metrics a plus Advanced proficiency with MS Excel and PowerPoint Ability to autonomously manage multiple tasks simultaneously within a continually changing environment Excellent problem-solving skills and ability to navigate challenging situations The successful candidate must possess strong collaboration, vendor management, communication, and presentation skills Education: Bachelor’s degree in statistics, analytics, economics, data science or related discipline preferred.  Master’s degree a plus Certificates, licenses and registrations: Certified Customer Experience Professional (CCXP) a plus * Please note that preference will be given to applicants who are in a commutable distance to our offices in Herndon, VA or Minneapolis, MN. Other: Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).  Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs. If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location. Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location. This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies. Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers. Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.  Able to access information using a computer. Other essential functions and marginal job functions are subject to modification. If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at Careers@strategiced.com. Strategic Education, Inc. is dedicated to enabling economic mobility with education. We serve working adult students through a range of educational opportunities that include: Strayer University and Capella University (separate institutions that are each regionally accredited), which collectively offer flexible and affordable associate, bachelor’s, master’s, and doctoral programs; a Top-25 Princeton Review-ranked online MBA program through the Jack Welch Management Institute; and non-degree web and mobile application development courses through DevMountain and Hackbright Academy. These programs help our students prepare for success in today’s jobs and find a path to bettering their lives. At Strategic Education, we honor and celebrate diversity, equity, and inclusion as core institutional principles. We hold ourselves accountable for cultivating an innovative environment that reflects all stakeholders, building our foundation as a culturally competent, diverse organization. https://www.strategiceducation.com