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Specialist, Customer Insights

4 months ago

Quebec, Canada Bath Fitter Full time

The Specialist, Customer Intelligence (CI) is responsible for measuring the customer experience at Bath Fitter across all touch points. The Specialist will take the framework for measurement across the organization and work within our CX platforms to dive deeper into specific touch points or problem areas and share the insight with relevant stakeholders. This role will support the Customer Experience Director on strategic plan development.

Tasks and Responsibilities

  • Conduct analysis of customer insights to define top loyalty drivers, as well as top operational gaps.
    Aggregate multiple sources of feedback to deliver a one-company “across the experience” story of the journey.
    Work with the Customer Experience team to present insights from Medallia by customer goal.
    Encourage a Customer Centric perspective across the organization through insight sharing.
    Work with the Customer Care team to signal any escalations.
    Signal any common trends across the organization and ensure top issues are reconciled with priority fixes.
    Maintain real-time key performance indicators (KPIs) and interpret data to drive management decisions.
    Build and share tools such as reporting and customer dashboards, to provide stakeholders self-serve access to customer data
    Deliver customer insights using behavioral, transactional, psychographic indicators to understand customer behavior and anticipate customer needs.
    Support the “goal map” through relevant business insight
    Validate the quality and data integrity in reporting solutions.
    Provide meaningful insight to various business stakeholders to address specific inquiries.
    Timely deliver Best-in-class critical reporting to address defined customer goals.
    Ensure VOC feedback is accessible throughout the organization in real time
    Keep up to date on industry best practices in customer intelligence
    Work with Cx Operations Advisor to establish a standardized process around data delivery from defined data sources.
    Provide support to platform end users in an effort to ensure optimized usage
    Work cross-functionally across the organization to identify new areas of focus linked to our customer goals.
    Perform other tasks as required.
Job Requirements
  • Bachelor’s degree in business/commerce, communications, marketing or equivalent.
    Min 2 years’ experience in customer analytics and business intelligence.
    Experience in practicing VOC methodology and leveraging CX applications.
    Experience with customer experience management platforms.
    Experience with customer experience measurements, specifically Net Promoter Score (NPS), Earned Growth Rate (EGR).
    Knowledge of building high quality presentations and dashboards.
    Experience with storytelling through data.
    French (written and spoken) an asset; English is a must.
    Technologies
    Intermediate to advanced Tableau development skills
    Intermediate to advanced Tableau prep skills
    Advanced skills in MS Office Suite (Excel, PowerPoint, Word, Outlook).
    Proficient in Medallia platform.

      [1] Fluency in French and English is required as the employee will be working with employees in St-Eustache and Tennessee.
Demonstrated Skills
  • Analytical mindset with strong problem-solving skills.
    Strong analytical skills, with the ability to gather and interpret insights and propose recommendations.
    Strong communication and interpersonal skills.
    Developed written and presentation skills.
    Experience in customer advocacy, preferably in a consumer-based business.
    Excellent project management skills.
    Ability to meet deadlines and adapt in a fast-paced environment.
    High level of attention to detail with an emphasis on the quality of work.
    Capable of working well both independently as well as part of a team.
    Proven track record in understanding and presenting data and success metrics.
    A passion for the VOC with the ability to listen, learn and adapt to evolving expectations.
Bath Fitter is an equal opportunity employer and is committed to diversity in its hiring and business practices. All qualified candidates are encouraged to apply.

Please note that the Company requires all applicants for employment to submit truthful information and that if the Company learns that an applicant submitted untruthful or false information – even after an applicant’s employment commences – the Company retains sole discretion to either rescind the applicant’s offer of employment or terminate employment.

Bath Fitter thanks all candidates for their interest; however, only those selected to continue in the process will be contacted.

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