Systems & Data Analyst

The Customer Experience Systems and Data Analyst defines the customer journey by documenting, auditing, and updating company policies and procedures. They monitor touchpoints, analyze data, and recommend improvements to enhance the customer experience.

JOB SUMMARY

The Customer Experience Systems and Data Analyst defines the customer journey by documenting, auditing, and updating company policies and procedures. They monitor touchpoints, analyze data, and recommend improvements to enhance the customer experience.

MAIN JOB DUTIES & RESPONSIBILITIES

• Document, update and implement company policies, procedures, systems and touchpoints.
• Establish company Standard Operational Procedures Handbook.
• Generate weekly reports and analyze trends.
• Ensure all departments are fully computerized and using full DMS system.
• Continuously review all quality issues and update system accordingly.
• Identify and integrate Red Flag protocols in processes.
• Define and document customer interface standards.
• Measure, monitor, report and upgrade all customer satisfaction touch points.
• Identify pain points in the customer journey to develop a continuous improvement system.
• Conducting market research to keep up-to-date with customer service trends and best practices and recommending changes as necessary in accordance with industry standards.