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Customer Insight Analyst II

Location:

Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

20200011765
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Description

Kronos is well into its transition to a B2B SaaS company. Delivering an exceptional customer experience and mobilizing our customer fans are crucial to the company’s success. The Customer Insights & Advocacy group within Kronos Marketing is on a mission: to influence bookings and foster customer retention by listening to customers, discovering and sharing actionable insights, championing customer-centric initiatives, and attracting and investing in customer advocates to amplify their stories.

The Customer Insights & Operations team is a small team within the Customer Insights & Advocacy group and is responsible for 1) analyzing customer feedback and conveying actionable insights to stakeholders, and 2) providing the data and technology infrastructure needed to operate and evolve the voice of the customer (VoC) and customer advocacy programs. The role reports to the Manager, Customer Insights & Operations and is located at Kronos headquarters in Lowell, Massachusetts.

Responsibilities
• Prepare data for analysis by ensuring that customer feedback results are collected on time monthly and quarterly so other team members can discover insights in the data and prepare readouts and recommendations for stakeholders
• Streamline and accommodate changes to data preparation processes using Alteryx and use Excel (and, potentially, SQL) to cleanse data sets for various purposes
• Assist in administering Qualtrics customer experience platform
• Collaborate closely with other team members to create, maintain and document data preparation and system administration processes documentation and user training materials
• Build and manage ad hoc surveys and with experience, take over management of new, recurring surveys
• Improve data quality and handle process exceptions through cleansing data each month (identify gaps and errors, find and implement fixes, de-dupe contacts)
• Respond quickly to stakeholders who need survey invitations re-sent or require updates to customer contact information for survey invitations
• Maintain text analytics model within the Qualtrics XM platform for both sentiment and theme and categorize incoming text comments to improve text query string recognition
• Assist in administering customer reference platform by collaborating with the Manager, Customer Advocacy to understand requirements and working with the vendor to make any necessary changes

Qualifications

• Minimum of 2+ years professional experience including data preparation and system administration
• Bachelor’s degree, ideally in business or computer science is preferred
•Familiarity with databases, data flow, and data preparation
• Hands-on experience with the following is a plus: Qualtrics CX, RO Customer Reference Solution, Alteryx, Power BI, Microsoft Excel, JSON APIs, HTML / CSS, SQL
• Strong technical skills and demonstrated ability to learn new technologies quickly
• Results/action oriented and capacity to thrive in a time-sensitive, fast-paced, high-volume environment
• Exceptional detail orientation. Demonstrates care about quality of work. Ensures work product is accurate.
• Demonstrated success collaborating with team members to achieve shared goals.

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.