Pearson Customer Experience Measurement Analyst in Miami, Florida
The Customer Experience Measurements & Insights team within the Digital Channels & Experience group is looking for a Customer Experience Measurement & Insights Specialist. This is an exciting opportunity to help measure our customers’ feedback during their end-to-end journey on Pearson’s key global digital properties, services and products.
You will be analyzing multiple data sources to provide actionable insights that improve customer satisfaction and loyalty. You will drive meaningful improvements to the overall customer experience. The role will report to the Customer Experience Insights Lead, to help expand the teams understanding of the current and future needs of our customers and learners.
Analyse quantitative and qualitative customer feedback to create insights, finding key customer issues and potential improvement opportunities
Help improve NPS through the ongoing analysis and reporting of promoters/detractors from the customer satisfaction data.
Support with the end-to-end process from survey design, testing, analysis and reporting
Create and help optimise monthly and quarterly reports
Maintain the Text Analytics strategy for all qualitative feedback in the Customer Experience data
Identify opportunities for automation to improve efficiencies e.g., automated reporting and dashboards
Helping with day-to-day ad-hoc analysis requests from various stakeholders
Must Have Attributes
Previous experience (2-3 years) working in a similar role / Strong experience from a data and insight analyst role, with a customer focus
Experience working with and knowledge of CX metrics (NPS, CSAT, CES etc.)
Experience using customer feedback platform such as Qualtrics, Medallia, or other industry leading platforms
Collaborative, data-driven, problem solver who can identify and communicate the ‘so what’ from their analysis
Compelling storytelling and presentation skills
Strong stakeholder management, and ability to dynamically work across multiple teams
Interest in eCommerce and the Education/Learning vertical
Excellent written and verbal communication skills that you use to influence outcomes with persuasiveness and credibility.
You take a systematic, structured view of situations, while staying focused on the big picture.
You have excellent organizational skills with the ability to manage and balance multiple priorities in a fast-paced, complex environment, coupled with the aptitude to set priorities, manage deadlines.
You are naturally inquisitive, proactive problem-solver and detail-oriented.
What's in it for you
Experience working in a fun and highly energetic team environment for an industry leader in digital learning
Exposure to Industry leading survey management platform
Understand how comments are coded (Text Analytics) to identify issues and route cause
Using real time learner and customer data analytics tools to create actionable insights
Opportunity to contribute and present insights to senior execs and stakeholders
Experience working in a global program with several projects across the company
Other relevant information
This position description is indicative of the range of job requirements.
The job comprises other duties as required.
It is the responsibility of all employees to ensure they behave in a way that is consistent with the company's Code of Conduct and its policies and procedures.
Organization: Direct to Consumer
Req ID: 6456