CX Analyst

The CX Analyst position will primarily be responsible for requirements gathering to capture current-state process and map future-state vision for a variety of clients in a contact center ---------- involves identifying workflow blockers and working with a CRM specialist to design an optimized process. The role is also responsible for producing customer journey maps and hosting discovery sessions. The Analyst will also be responsible for project tracking and serving as a liaison between functional and technical resources to manage the development of new system functionality, upgrades, and/or system modifications in the contact center environment.

RESPONSIBILITIES:

-Create customer journey maps, implementation profiles, and host discovery sessions
-Partner with Client Services, Service Delivery, and IT teams to provide qualitative and quantitative research to broaden -understanding of customer behavior, satisfaction, and sentiment
-Conduct text and sentiment analysis on VOC data from multiple sources including complaint handling systems and customer satisfaction surveys
-Work with 3rd party vendors as needed to oversee improvements and updates to tools
-Conduct research and make recommendations on how to benchmark the customer experience of a channel or company, how to make the business case for CX recommendations, and how to transform the business to be more customer-centric
-Help define the future of customer experience as a business strategy by painting an accurate, forward-looking view of how it will evolve and what results it can produce


QUALIFICATIONS:

-Minimum 5 years working in a similar role with a BPO or contact center environment or similar
-2-3 years in a CX Analyst role or a relevant corporate or consulting role
-Experience with contact center support platforms (Zendesk, NICE inContact, Avaya, Salesforce, etc.)
-Experience with process/product collaborating programs such as miro, or Visio, or Figma
-Familiarity with CCXP core competencies preferred
-Experience with querying data for data visualization, experience with Tableau or Power BI a plus
-Able to manage multiple priorities simultaneously, at various stages, project management a plus
-Ability and curiosity to learn new concepts and technology quickly
-Technology/social savviness a must


Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that nearly 100% of our clients have come from referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our tea ---------- mbers. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging, and performance-driven culture that enables our tea ---------- mbers to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable, and inclusive company. You can read our response letter about Black Lives Matter here: ---------- . Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.


Enjoy benefits such as:

-Permanent Work from Home set-up
-Competitive Salary + allowances & incentives
-Healthcare & Government benefits

TO APPLY:
Please click this link to submit your online application:
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