Senior Analyst, Customer Experience

Liberty Latin America

San Juan, PR
Permanent
Full-time

2 months ago

Job Description:What´s the role?Responsible for developing and executing strategic initiatives to build the best-in-class experience for our customers. Will work cross-functionally to generate and/or drive broad ranging strategic initiatives, evaluate CX growth opportunities, and execute operational enhancements. Responsible to drive improvements for the overall customer experience. Focus on improving the expericience of that Whatsapp channel.How can you add value?

Identify trends, distill insights, and build dashboards to find opportunities and bring visibility to CX initiatives and team.
Build and utilize trend analysis to determine customer behaviors to inform leadership of touch points and drive customer engagement through relevant communications.
Analyze performance data, measure impact to customers, and generate actionable insights based on trends.
Perform statistical analysis to correlate business/operational KPIs with NPS and CX outcomes
Analyze customer satisfaction data to extrapolate meaningful information to prioritize and target customer experience improvement opportunities.
Responsible for the oversight of Liberty’s messaging bot, which includes:

Monitor messaging bot and maximize its use in all channels
Improve messaging bot containment rate.
Improve interactions managed by bot
Manage messaging bot reporting

Responsible for process automation and the execution of efficiency projects.
Support cross-functional initiatives by leading projects and ensuring stakeholder accountability.
Responsible for collaborating with department managers/teams to implement changes in materials, employee development and training programs to improve the efficiency, knowledge, and effectiveness.
Manage and administers the voice of the customer program platform to analyze and share customer feedback and sentiment across the business
Monitor multiple sources of (VOC) feedback, including customer surveys, frontline staff input, product reviews, feedback on the website / app experience, and social media content to identify and assess gaps in the customer experience
Facilitate cross-departmental teams to identify and analyze structural and operational improvement options to deliver extraordinary customer experience.
Deliver actionable data stories to leadership to deliver key insights into customer behavior
Lead execution and implementation of strategic initiatives focused on enhancing the customer experience and delivering on roadmap objectives
Launch new support channels and manage ongoing improvements to CX operational processes and platforms
Be a part of project teams to successfully complete all phases of a data analysis project, including but not limited to: Planning, Data Collection, Data Cleansing, Analysis, and Recommending Solutions
Work with partners across the business to implement and evaluate the performance of various initiatives and product changes.
Demonstrate and ensure compliance with Liberty Latin America Privacy Policy, Customer First Philosophy, all Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.

What do you need?Education and/or Experience:

Bachelor’s degree in finance, data analytics, industrial engineering or related field.
2-3 years’ experience with Voice of Customer and channel management
Intermediate to advanced experience in programming experience: R, Python, Power Automate
Advance experience with Excel and data analysis
Intermediate experience with statistical analysis

Other Qualifications:

Self-starter who works independently and can manage fast-paced, changing priorities.
Exceptional troubleshooting and problem-solving abilities.
Strong understanding of process methodologies and effective use of data, especially if trained in methodologies such as Six Sigma, or similar analytical frameworks.
Ability to learn and assess customer needs and a variety of business operating models.
Demonstrated ability to guide and manage customer transformation efforts.
Strong business acumen, and the ability to analyze and use information.
Ability to work in a team environment while balancing multiple projects with varying priorities
Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging, including manipulating data, creating reports, visualizations and presentations from scratch.
Demonstrated ability to work effectively in a fast-paced and dynamic environment and easily adaptable to change; ability to work under tight deadlines.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Assessment, background check and drug test will be required to successful candidate.If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

Liberty Latin America

Apply Now