Saxon Global
CXM Analyst
Saxon Global, Cohasset, Minnesota, United States, 55721
Top Skills:PowerPoint/Excel proficientClear communicatorStrong problem solverBackground:
Data analyticsQualtrics experience would be very beneficial!Job Summary:The primary purpose of this job is to collect, analyze, interpret, and report customer sentiment to better understand the voice of the Polaris owner across multiple touchpoints and identify key addressable areas to improve our overall owner experience. The expectation is to go beyond traditional analytics reporting and surface pain points, emerging trends for root cause analysis, and actionable insights to facilitate change and improve the business. This role will also oversee and provide direction on the VOC text analytics collection and data management.
Essential Duties & Responsibilities:
Consult with internal business partners to design, define, and modify insights leveraging qualitative and quantitative dataConduct root cause analysis reviews of numerous customer experience data sourcesProvide compelling recommendations that drive action through the effective use of data, customer insight, analysis, and presentation skillsBuild and analyze dashboards across multiple types of data sourcesUpdate and monitor metrics/dashboards/reports to proactively identify trends and track the impact of key initiativesCreate custom queries and analytic tools to pull data to develop advanced analytics reporting and answer deeper business questionsEnsure data integrity through sampling methodologies, and perform regular maintenance on existing data sources as neededUpdate and maintain Text Analytics modeling through Qualtrics to maintain 80+% accuracy and 90+% coverageDocument & organize large amounts of data points to establish, maintain, and update data connectors. This will include data mapping as well as setting up both manual and automated data transfersSupport the planning, innovation, and evolution of the customer experience journey across all touchpointsStay current with the latest innovations, trends and industry best practices in owner experience and recommend ways to incorporate these practices into the approach for PolarisOther assignments as requested or requiredSkills & Knowledge:
Bachelor's degree3-5 years' experience as a data analyst or insightsStrong focus on qualitative and quantitative data analysis including statistical techniques, general data analysis, and trend analysis among othersStrong analytical, problem-solving, project and program management skillsKnowledge of and experience with text analytics (e.g., Clarabridge/Qualtrics) is highly desiredAbility to quickly grasp and articulate the essence of complex issues/data, adept at operating with both high-level concepts and detailed analysisA curiosity-mindset and ability to identify patterns in dataAbility to prioritize and manage multiple tasks and deadlinesExcellent storytelling, facilitation, communication, and presentation skillsDemonstrated ability to effectively lead change management activities in customer and employee behaviorProven ability to effectively collaborate with others, initiate action, and adapt to changePassionate about the voice of the customerWorking Conditions:
Fast paced, dynamic culture in a hybrid office environmentBased out of Bass Creek Facility, Plymouth, MNTravel up to 10%
Data analyticsQualtrics experience would be very beneficial!Job Summary:The primary purpose of this job is to collect, analyze, interpret, and report customer sentiment to better understand the voice of the Polaris owner across multiple touchpoints and identify key addressable areas to improve our overall owner experience. The expectation is to go beyond traditional analytics reporting and surface pain points, emerging trends for root cause analysis, and actionable insights to facilitate change and improve the business. This role will also oversee and provide direction on the VOC text analytics collection and data management.
Essential Duties & Responsibilities:
Consult with internal business partners to design, define, and modify insights leveraging qualitative and quantitative dataConduct root cause analysis reviews of numerous customer experience data sourcesProvide compelling recommendations that drive action through the effective use of data, customer insight, analysis, and presentation skillsBuild and analyze dashboards across multiple types of data sourcesUpdate and monitor metrics/dashboards/reports to proactively identify trends and track the impact of key initiativesCreate custom queries and analytic tools to pull data to develop advanced analytics reporting and answer deeper business questionsEnsure data integrity through sampling methodologies, and perform regular maintenance on existing data sources as neededUpdate and maintain Text Analytics modeling through Qualtrics to maintain 80+% accuracy and 90+% coverageDocument & organize large amounts of data points to establish, maintain, and update data connectors. This will include data mapping as well as setting up both manual and automated data transfersSupport the planning, innovation, and evolution of the customer experience journey across all touchpointsStay current with the latest innovations, trends and industry best practices in owner experience and recommend ways to incorporate these practices into the approach for PolarisOther assignments as requested or requiredSkills & Knowledge:
Bachelor's degree3-5 years' experience as a data analyst or insightsStrong focus on qualitative and quantitative data analysis including statistical techniques, general data analysis, and trend analysis among othersStrong analytical, problem-solving, project and program management skillsKnowledge of and experience with text analytics (e.g., Clarabridge/Qualtrics) is highly desiredAbility to quickly grasp and articulate the essence of complex issues/data, adept at operating with both high-level concepts and detailed analysisA curiosity-mindset and ability to identify patterns in dataAbility to prioritize and manage multiple tasks and deadlinesExcellent storytelling, facilitation, communication, and presentation skillsDemonstrated ability to effectively lead change management activities in customer and employee behaviorProven ability to effectively collaborate with others, initiate action, and adapt to changePassionate about the voice of the customerWorking Conditions:
Fast paced, dynamic culture in a hybrid office environmentBased out of Bass Creek Facility, Plymouth, MNTravel up to 10%