Outsourced Solutions / Managed Services Manager, CX - Research Analyst

Job Responsibilities:

• Design and develop scalable client surveys across the client lifecycle
• Work with service delivery teams to optimize and automate where appropriate
• Automate workflows with tooling including but not limited to ServiceNow, PowerBI, and Qualtrics
• Maintain and distribute trends and reporting from client experience dashboard for post transition, CSAT, Case Resolution, and exit surveys
• Attend frequent meetings to collaborate with your peers, prioritize features and workflows, and consistently deliver value
• Participate and deliver as a part of large scale, cross-functional initiatives
• Work directly with cross-function stakeholders and users of the tools and dashboard
• Interpret survey results and extract appropriate theme analysis through automation

Required Qualifications and Experience:

• Minimum of 8 years of relevant experience in data analysis, client experience, or similar background
• Experience with surveying script platform Qualtrics
• Bachelor's degree in Information Technology, Business Administration, Data Analytics (or similar) or a related experience
• Interest in the fields of market research, data analytics, and consumer behavior