Customer Experience Analyst

hace 1 semana

Bogota, Colombia Sutherland A tiempo completo

Sutherland is seeking an attentive and goal-oriented person to join the **Customer Experience Analyst **role for NICE System. As a member of our team, you’ll be part of an incredible Portfolio Solutions where your main goal is our customers’ experience. We care about our employees’ experience and benefits as well. At NICE, you will learn and grow continuously, it will be challenging, and you will love it. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

**Customer Experience Analyst** in this role get to**:
**NICE CX Analyst Coordinate and conduct all interviews for customer projects**: Both internal and external. You’ll Communicate immediately any urgent customer issues during the interview process to Stakeholders.

**Our CX Analyst must be a self-motivated storyteller**: With a proven track record in international business so it’s able to Identify trends from interviews to add to analysis and Insights.

**Coordinate and conduct all interviews for customer projects**:Both internal and external.

**Research all missing customer information needed for interviews.**

**Record all calls and transcribe in full customer comments.**

**Complete pre-determined monthly interview goals**: Per CSAT categories; Americas, Public Safety, Business Consulting and Special Projects.

**Communicate immediately any urgent customer issues**: During the interview process to Stakeholders.

**Mandatory office time not limited to trainings, Team meetings, project summaries, presentation preparation and presentations**:Estimated 1-2 days a week, the rest of interview time can be done virtually with established objective accomplishments.

**Coordinate customer communications**: Beyond initial contact as needed and direct to appropriate NICE point of contact with Project Manager coaching.

**Identify trends from interviews to add to analysis and Insights.**

**Review and add insight and quarterly condition impact**: To all Quarterly and CSAT Team reporting.

**Participate on all Quarterly calls with the Regions.**

**Ability to work with multiple time zones and cultures.**

**Work with a continuous improvement mindset.**

**Contribute to standard operating procedures guidelines.**

**Partner with peer(s)**:In other Regions to achieve common objectives and quotas.

**Suggest edits**:To survey questions based on customer (internal & external) comments and responses.

**Additional projects associated with CSAT feedback may be assigned.**

**Qualifications**:

- Exceptional presentation and demo capabilities
- Ability to communicate from C-level executives down to Agent/Front Line level employees
- Ability to manage multiple, complex situations simultaneously
- Self-motivated, highly organized, and team-oriented
- Strategic thinker with a strong communication aptitude
- Demonstrated success in achieving strategic deal wins

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