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Senior Customer Insight Analyst

Location:

Lowell - Massachusetts - USA

Function:

Marketing

Ref #:

20200011842
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Description

Join a lean, fast-paced team at the forefront of evolving the company’s customer listening architecture and analytics to become more data-driven. Reporting to the Manager of Customer Insights and Operations, you’ll bring your sharp analytical and strong communication skills to this hands-on role where you’ll be unearthing insights that help drive customer engagement and retention. Your questions won’t be known in advance; find the questions and translate the results of your analysis into clear and actionable insights for stakeholders.

Responsibilities
• Analyze millions of data points (customer survey scores and comments and customer interaction and transaction data) from multiple sources using quantitative methods and tools to create models that yield actionable insights.
• Identify gaps in data and work cross-functionally to obtain the data needed to complete analysis
• Use statistical skills and tools to develop hypotheses and build models to help decision makers understand financial implications of NetPromoter Score and other customer experience metrics, identify drivers of churn and engagement, predict customer purchase and renewal behavior, and determine customer experience action paths
• Partner with stakeholders at multiple levels in the organization to understand their needs for customer insights
• Communicate insights clearly so stakeholders can integrate voice of the customer into business decisions
• Bring insights to life using data visualization tools such as Qualtrics XM dashboards, Microsoft Power BI and PowerPoint. Create action-oriented dashboards and reports and teach non-technical users how to use and benefit from them
• Extract insights from unstructured data utilizing Qualtrics built-in text analytics software

Qualifications

Required Skills:
• 5-7+ years of experience in a data science or analytics role with quantitative and qualitative analytical skills and experience analyzing voice of the customer data (e.g., survey data)
• Bachelors Degree required, analytically-oriented business bachelor’s degree (e.g., statistics, economics, finance) is strongly preferred
• Practical ability to visualize data, communicate meaningful business insights, and utilize effectively
• Familiarity and comfort with Cognos reporting and SQL to access enterprise database sources
• Strong statistics skills (e.g., data sampling, statistical significance, correlation analysis) and proven experience analyzing large, complex data sets from multiple sources including customer survey systems and ability to rapidly develop prototypes in various statistical programming languages and tools such as R, Python, SPSS, or SAS
• Experience creating dashboards and visualizations for non-technical users using tools such as Microsoft Power BI, Tableau, or Qlik Sense

Preferred Skills:
•MBA or other master’s degree in business intelligence, data science, or analytics
•NetPromoter System (NPS) certification and/or Certified Customer Experience Professional (CCXP) certification

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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.