Customer Experience Analyst

Customer Experience Analyst:

PeopleMetrics is growing and we’re looking for a Customer Experience Analyst to join our team in Philadelphia!

The Customer Experience Analyst specifically manages B2B, B2C, and Patient Services reports and clients, and carefully guides our clients through our software and managed services that help track key customer metrics.

The ideal candidate will come to the table with previous experience in the market research space, be skilled in building strong client relationships, passionate about technology, love data and have strong analytics skills, have exceptional communication skills, and have a passion for customer experience.

The Customer Experience Analyst is expected to be the primary point of contact for reporting. The ideal candidate will also be comfortable with day-to-day client management. While not a sales role, the Customer Experience Analyst is expected to identify upsell opportunities with existing customers.

What You'll Do:

  • Manage B2B, B2C and Patient Services reports & clients

  • Guide clients through software and managed services that help track key customer metrics

  • Be the primary point of contact for reporting

  • Manage clients day-to-day

  • Identify upsell opportunities with existing customers

The Ideal Candidate Has:

  • 2-5 years of experience in Market Research or Customer Experience Management/VoC

  • Proficiency in quantitative and qualitative data analysis, report creation and presentation

  • Experience operating in a role that interacts directly with the end client and is comfortable managing client expectations

  • Ability to communicate clearly and intelligently with high level client stakeholders

  • Ability to identify opportunities for program expansion at existing clients

  • Familiarity with managing clients using SaaS products (is a plus)

  • Ability to present themselves to the team as both a consultative & flexible teammate

  • Outstanding communication skills (both verbal & written)

About PeopleMetrics:

PeopleMetrics is a forward-thinking company providing Voice of the Customer programs with entrepreneurial values at our foundation. Our software and professional services programs are in use by customers across a wide berth of industries including healthcare, hospitality, and telecom. We’re passionate advocates for our software, the customer, and the human element of the customer experience.  

Our Values: 

  • Always Thinking 
  • One Team 
  • I Got This 

We have a single, simple purpose – to create better customer experiences. This is at the core of our values & everything we do.

 

 

DISCOVER OUR AWARD-WINNING BLOG

Written by CEM experts who live & breathe customer experience every day.

Read our Blog