Senior Analyst/Digital UX/UI

About the Role

Key Responsibilities

• Lead the analysis and consolidation of data from various digital channels and platforms to identify opportunities for continuous process improvement, increased digital usage and containment, and enhancement of the overall customer experience.
• Oversee the tracking and measurement of key performance indicators (KPIs) pertaining to the digital customer experience such as CSAT and NPS scores and site interactions to improve user flow and engagement.
• Leverage Voice of Customer (VoC) feedback and data analytics from various sources, including benchmarking data, survey results, market studies, customer service interactions, and industry reports, to optimize digital portals for usability, efficiency, and customer experience.
• Spearhead efforts to identify trends and patterns in customer behavior to formulate data-driven recommendations to inform strategic decisions.
• Plan and consolidate the communication of insights and recommendations to the technical and business support teams to facilitate UXUI changes such as navigation, site architecture, and content for digital channel improvements.
• Translate research and data findings into clear narratives demonstrating the value of insights, driving improvements that support departmental and organizational objectives.
• Coordinate the gathering and evaluation of business requirements from cross-functional stakeholders to collaborate on UX strategies.
• Develop personalization and segmentation strategies to achieve effective outreach communications and drive program adoption.
• Create, write, and develop dynamic content that's engaging and customer-friendly.
• Analyze test outcomes to recommend data-driven solutions for ongoing optimization efforts.
• Develop presentations, reports, and dashboards in Power BI, Tableau, PowerPoint, or similar tools to present key performance metrics and visualizations.
• Communicate complex user experience findings and provide leadership on planning and implementing actionable recommendations for diverse audiences.
• Manage the coordination, planning, and execution of complex customer experience projects, ensuring timely delivery within budget and quality standards.
• Consult on the analysis and reporting of customer experience data to identify and present relevant trends to department leadership.
• Perform related duties and responsibilities as assigned.
• Ensure regular and predictable attendance as a condition of employment.

Requirements

• Four to six years of relevant work experience.
• Bachelor's degree in Digital Analytics, Marketing, UX Design, Psychology, Computer Science, or a related field, or an equivalent combination of education and relevant experience.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with visualization tools such as Power BI, SAC, Tableau, or similar reporting formats.
• Strong analytical, technical, and interpersonal skills.
• Effective verbal and written communication skills.
• Familiarity with customer feedback management platforms.
• Strong problem-solving and critical thinking skills.

Nice to Have

• Knowledge of user research and UX/UI design principles and tools such as Sketch, Figma, Adobe XD or similar software.
• Knowledge of HTML, CSS, and Javascript.
• Experience with user research methods, such as usability testing, surveys, and interviews.
• Experience with web analytics tools, digital experience platforms, and data analysis software.
• Strong understanding of usability best practices and experience with web ADA accessibility compliance and WCAG guidelines.
• Customer-centric mindset with a keen understanding of customers' needs and expectations.
• Strong project management experience coordinating project streams and delivering results across cross-functional teams.
• Leadership and team development skills.
• Ability to communicate complex UX/UI concepts through creative narratives and visualizations.
• Knowledge of customer journey mapping, personas, website design, self-service applications, and platforms.
• Knowledge of the utility industry.
• Quality improvement experience using methodologies like PDCA, Six Sigma, Lean, Root Cause Analysis, etc.