Customer Insights Analyst jobs in Denver, CO

This role reports to Customer Experience Operations (CXO), headquartered in Englewood, CO.

Key Responsibilities:

• Oversee a comprehensive Customer Experience program and ensure continued alignment with the overall business strategy. Partnering with cross functional stakeholders and decision makers to ensure our surveys continue to align with the strategy of the business and in the industry ensuring we are engaging customers for feedback at appropriate moments in the customer lifecycle. Stay up-to-date with industry trends and best practices in Customer Experience programs, and apply this knowledge to continuously improve our program.

• Communication and Storytelling: Organizing and presenting information to bring the customer to life in both formal and informal presentations to large and small groups, to both technical and non-technical audiences. Providing weekly, monthly, and quarterly insight reports to stakeholders and leadership. Tracking key performance indicators (KPIs) to measure the success of the VoC program.

• Identify and prioritize key themes and trends in customer feedback, and work with the product and service teams to implement improvements. Uncovering customer experience impediments through deep dive analyses and journey mapping to bring the customer’s experience to life and working with cross functional teams to prioritize improvements. Develop and maintain dashboards and reports to identify themes and trends and track progress and impact of VoC initiatives.

• Business Acumen: Understanding how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting your business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace. Spends time researching industry trends, competitive intelligence, and customer data.

Education and Experience:

• Bachelor’s Degree or above
• At least 5 years of experience in a program management role, with a focus on customer experience and analytics
• Minimum 2 years of Wireless/Telecommunications

• Excellent verbal, written, visual, and storytelling communication and interpersonal skills, with the ability to work effectively with both technical and nontechnical stakeholders
• Strong analytical and problem-solving skills, with experience in data analysis and interpretation
• Experience with data visualization tools and techniques
• Experience influencing and driving strategic, cross-functional initiatives within large organizations
• Experience in process improvement
• Experience using Qualtrics Engage and/or Qualtrics XM Discover tools is preferred but not required