Data Warehouse Analyst/Customer Experience (CX) Specialist - ETF

**If you are interested in this position:**Download the skills matrix using the button below and fill it out.Email us and attach the **completed skills form** and your **most recent resume** to us at:jobs@iodatasphere.comPlease include '**7596WI Skills Form**' and your name in the subject line.Position Data Warehouse Analyst/Customer Experience (CX) Specialist Location Madison, WI **Description:**Our client is looking for a Data Warehouse Analyst / Customer Experience (CX) Specialist. This hybrid position requires experience with survey development, data analysis methodology, and CX best practices. As a member of communications team, the CX Specialist collaborates with Business Intelligence and other business units to identify customer pain points, improve CX across customer engagement channels, and align enterprise customer-focused efforts.**Knowledge, Skills & Abilities*** Ability to test surveys for accessibility and user-friendliness* Coordinate with Business Intelligence to draw insight into customer behavior, trends, and business operations through data analysis and effectively tell a story about the data* Develop a process for intake of survey requests, development, inventory, and regular reporting* Define and align the customer journey with modernization efforts, processes, and systems* Participate on interdisciplinary teams to bring customer experience data and strategies into decision making* Coordinate resolution of customer pain points related to processes and systems* Assist in building a data warehouse for tracking the customer experience across all customer engagement channels such as website, call center, educational events, and benefits counseling appointments* Interpret Google Analytics and create metric reports for website and videos* Coordinate with Business Intelligence to develop agency's North Star exceptional customer experience net service score* Demonstrated interpersonal and communication skills with the ability to influence others and to interact with individuals at all levels* Ability to work both independently and collaboratively* Ability to manage multiple, sometimes competing, demands and meet deadlines* Should be a self-starter with the ability to work independently and produce results**Skills Required*** Bachelors degree in computer science/math/statistics/analytics or a related discipline preferred with 3+ years of related work experience* 3+ years - Experience writing, developing and administering customer satisfaction surveys* 3+ years - Knowledge of survey design methodology and best practices* 3+ years - Experience with various data and visualization tools for analysis and reporting such as MS Access, Excel, SQL Server, SSIS, SSRS, Tableau* 3+ years - Experience utilizing different survey software tools (ie. Survey Monkey)* 3+ years - Experience summarizing survey data using tables, graphs, and fact sheets* 3+ years - Adept at queries, report writing and presenting findings to both technical and non-technical audiences**Skills Desired*** Ability to create and build internal awareness about the customer through storytelling, personas, journey maps, and metrics