Due to COVID-19, PeopleMetrics will continue to collect applications for this position, but will delay the full interview process until a later date. Thank you.
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 supports the Customer Experience Team in managing 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 and team support. The ideal candidate will also be comfortable with day-to-day client management including creating PowerPoint presentations, updating program requirements, writing client communications, submitting client requests, and light technical support.
What You'll Do:
Support the CXM team in managing 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 and analysis
Support day-to-day client management
Identify upsell opportunities with existing customers
The Ideal Candidate Has:
1-3 years of experience in Market Research or Customer Experience Management/VoC or in a professional setting
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)
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.
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.