About the job
About Our Client
The market for employee benefits is in need of transformation. Established in 2017, this innovative company offers flexible benefits software that empowers organizations to provide competitive benefits packages while reducing costs and operational inefficiencies. Employees have the choice and flexibility to use their benefit allowances as they see fit.
The platform streamlines HR professionals' processes, saving them valuable time in managing various point solutions. The company offers a comprehensive suite of products that can be customized and managed through a single platform. They have partnered with respected companies to design and implement flexible benefits programs for nearly one million employees, and have earned several awards for their software innovation and rapid growth.
About the Role
A highly skilled and motivated Business Analyst is needed to join a dynamic Customer Experience team. The ideal candidate will have strong analytical skills, a solid understanding of customer behavior, and the capability to translate complex data into actionable insights. This role will be vital in enhancing customer experience strategies, driving data-informed decisions, and boosting overall customer satisfaction.
You Will
- **Data Analysis & Insights:** Analyze customer data and feedback to highlight trends, patterns, and potential improvements. Utilize data visualization tools to present findings in a clear, actionable format.
- **Customer Journey Mapping:** Maintain and enhance comprehensive customer journey maps to improve the end-to-end customer experience. Identify pain points and opportunities for enhancement at every phase of the journey.
- **Performance Metrics:** Establish and monitor key performance indicators (KPIs) pertaining to customer experience. Report on performance metrics and suggest improvements based on data insights.
- **Collaboration:** Partner with cross-functional teams, including product management, marketing, and customer service, ensuring synchronization on customer experience objectives and initiatives. Provide insights and recommendations to assist teams in addressing customer feedback.
- **Reporting & Documentation:** Develop detailed reports and documentation regarding customer experience trends, analyses, and recommendations. Present these findings to stakeholders and contribute to strategic planning discussions.
- **Customer Feedback:** Design and execute surveys, feedback forms, and other mechanisms to gather customer input. Analyze received feedback to pinpoint improvement areas and assess the success of changes implemented.
- **Process Improvement:** Identify and propose enhancements to processes aimed at improving the effectiveness and efficiency of customer interactions. Assist in the rollout of new processes and monitor their influence on customer satisfaction.
Preferred Skills
- Bachelor’s degree in Business Administration, Marketing, Data Analytics, or a related field. An advanced degree or certification in data analysis or business analysis is a plus.
- 3+ years of experience as a Business Analyst, ideally in a customer experience or service-focused role.
- Strong analytical capability with proficiency in data analysis tools and software (e.g., Excel, SQL, Looker).
- Excellent communication and presentation skills, adept at translating complex data insights for non-technical audiences.
- Experience with customer experience management tools and methodologies (e.g., CRM systems, journey mapping).
- Ability to work collaboratively within a fast-paced, team-oriented environment.
- Strong problem-solving capabilities and a proactive mindset for identifying and resolving issues.
Benefits and Perks
- Remote-first working environment
- Medical, dental, and vision insurance plans
- Employee wellness program
- One-time home office stipend
- 401(k) savings plan
- Flexible PTO policy
- 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent
