Senior Consumer Experience Analyst

About the Role

Key Responsibilities

• Summarize and synthesize Voice of Consumer feedback, behavioral data, market and consumer insights
• Analyze consumer pain points from survey feedback and find themes across consumer and market research as well as consumer dashboards to identify themes
• Partner with product leaders and functional experts to create CX action plans
• Develop CX measurement plans using CX metrics such as NPS, Call Volumes, Behavioral data, etc.
• Track CX metrics and operationalization progress to measure success of CX solutions
• Assist in Human Centered Design discovery, define, design and deliver process
• Project management for CX initiatives; managing backlogs, timelines, Kanbans, task lists, etc.
• Develop and implement cross-functional communication with business partners across the business lines and functional areas

Requirements

• 5+ years of experience in CX, Operations, Project Management, Research and Insights or Marketing
• 5+ years of experience summarizing data and insights from various sources
• 5+ years of experience managing multiple projects at the same time
• 3+ years of experience creating project plans including timing and action
• 3+ years of experience tracking success metrics and initiative progress using KPIs
• 3+ years of experience visualizing data using PowerPoint
• 5+ years of experience using Microsoft suite including PowerPoint and Excel
• 3+ years of experience using customer/consumer metric dashboards
• Proven solid communicator both verbal and written
• Proven proactive and independent self-starter
• Proven ability to collaborate well with others from different business teams and functional areas
• Proven consumer advocacy mindset
• Ability to work at least three days per week reporting to the Eden Prairie office location

Nice to Have

• Experience with CX metrics such as NPS, Voice of Customer
• Experience in Healthcare industry
• Experience using AI tools such as Microsoft CoPilot
• Experience managing backlogs
• Experience using Human Centered Design process
• Experience using a CX Closed Loop issue resolution process
• Proven solid story-telling skills through PowerPoint or other presentation formats

Qualifications

• Educational background is not explicitly specified but implied experience levels are required

Benefits & Perks

• A comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase and 401k contribution
• Salary range of $71,600 to $140,600 annually based on full-time employment
• Benefits are subject to eligibility requirements