Job Description
Customer Experience Business Analyst I
at Zip Co Limited
United States
- Analytical mindset with 2-3 years of experience providing insights and analytics to key stakeholders
- Be a part of a tight-knit team of problem solvers who think fast on their feet and improve upon existing pain points
- Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office
Start your adventure with Zip
As a Customer Experience Data Analyst I on our CX team, you will be responsible for driving product improvements which aid in better customer engagement while accelerating strategy and insights for our CX team. At Zip, our customers are our top priority. This role will focus on optimizing our customers’ experience before, during, and after they use our product.
How you’ll help us change the game
- Identify improvement opportunities across all of our customer communication channels
- Leverage data to uncover customer trends
- Work with operational teams to understand and improve upon existing pain points
- Partner with the Data team for deeper analytics and modeling of data sourced from CX tooling
- Ideate on new tooling to improve overall customer and agent experience
- Partner with the product team to consolidate pain points and suggest product enhancements
- Using Data available to you, conduct an end-to-end review of CX processes to identify pain points or bottlenecks and make data driven recommendations to enhance customer experience.
What you’ll bring to the team
- 2-3 years of demonstrated experience in a similar role
- Analytical mindset – the ability to dive into a spreadsheet or dashboard and find insights and deliver results/recommendations to various stakeholders
- The ability to serve as a trusted stakeholder partner
- Advanced skills using pivot tables, VLOOKUP/formulas, and building polished presentations
- Ability to validate scorecard-reported data to source documents and preparing written summaries of findings
- Knowledge of CX Tools such as Zendesk, Sprout, Intercom, Qualtrics and customer feedback platforms
- Experience with optimizing core CX metrics such as CSAT, NPS and AHT
- Familiarity with statistical concepts and techniques for hypothesis testing, regression analysis, and correlation
- Unparalleled curiosity and desire to improve the business
- Thrives while working independently
- Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game
Bonus points if you have
- Knowledge of data visualization and dashboarding tools like Tableau, PowerBI, or SQL
- Entrepreneurial mindset: We need a fresh perspective, any ideas are welcome for how we collect data and better ways to find key gaps and opportunities
- Empathy: CX serves our customers in all types of situations, and being understanding of their day-to-day activities will accelerate integration into the team
- Experience in user research or shadowing customer feedback