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Pearson Customer Experience Measurement Analyst in New York, New York

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.

Key Responsibilities

  • 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

Personal Qualities

  • 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.

Job: MARKETING

Organization: Direct to Consumer

Schedule: FULL_TIME

Req ID: 6456

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