Job at a glance
Overview The SCS (Sales & Customer Support) CX Insights Analyst II contributes to REI’s success by providing critical data insights, trends and analysis to enable data driven decision making, improve customer experiences across all SCS touchpoints, and support the evolution of the SCS team as we leverage technology to provide a seamless blend of expert human guidance and technology enabled solutions.
The role acts a relentless advocate for our customers across their journey, identifying friction trends, quality and process improvements and utilizes voice of customer feedback/sentiment to drive action and prioritization of enterprise customer initiatives. The Analyst’s primary focus will be to complete recurring analysis, identify root causes of customer issues/pain points, and deliver concise, impactful summary of findings.
Models and acts in accordance with the Co-op Way (values & mission). Responsibilities and Qualifications Responsibilities: Analyze, report, and track information to identify data patterns and customer pain points using multiple data sources, including structured and unstructured customer research, benchmarks, demographics, and internal operational data. Support SCS team share-outs with distilled insights from SCS CX Programs and listening channels to drive actionable, data-driven recommendations.
Engage in dialogue with stakeholders to understand the scope and impact of potential causes or changes to the customer experience, aiding in the interpretation of insights. Participate in processes that drive ongoing evaluation and improvement in our listening programs, tools and dashboards (Customer intent/topic data, VOC, Quality Management). Contribute to developing program solutions, including technical implementation of new technology platforms, systems, tools, vendor onboarding and management, integration, and ongoing data integrity maintenance of the SCS ecosystem.
Requires understanding of tools (e.g., Qualtrics, Sigma, Digital Analytics - Adobe, Tealium). Support managers with internal partner consultation, project coordination and execution, annual research, and budget planning. Provide collaborative ad-hoc decision support and represent the voice and needs of customers among internal partners. Monitor and evaluate accuracy and efficacy of listening tools, LLMS and sentiment analysis.
Perform regular deep dives and root cause analyses of top customer pain points. Leverage metrics, feedback, and other data to understand the customer experience, identifying pain points and opportunities for improvement. Qualifications: A college degree (Bachelor’s or equivalent work experience) is required with data analytics, data science, business analytics, statistics, or marketing analytics and research focus.
5+ years of experience in similar business analytics, data science or insight roles preferably within retail/customer service. Industry knowledge Quality, VOC, customer experience (CX), analytics, data, marketing, or other relevant experience/certifications. High empathy to see the world through the customers eyes. Acts as an advocate for customer in the interest of building a customer-centric culture.
Effective written and verbal communication skills, including demonstrated ability to explain and defend data analysis at all levels within the organization, including senior leadership. Proven ability to adapt communication style to audience (both written & verbal). Experience completing in-depth analysis of structured & unstructured customer research data, identifying root cause of customer issues/pain points, and making recommendations on training opportunities, process improvements, and/or technology enhancements.
Technical experience in five or more of the following tools/areas of discipline: Reporting and Analytics, SQL, Sigma, Qualtrics, R/SAS, Data Consolidation, Data Visualization, Voice Analytics, Text Analytics, Report Automation, Customer Satisfaction (VOC) Metrics, Advanced Excel skill