Customer Experience Analyst

2 months ago

Calgary, Alberta, Canada CB Canada Full time
About the Role

We are seeking a highly motivated and detail-oriented Customer Experience Analyst to join our team at CB Canada. As a key member of our Front Office team, you will play a critical role in driving customer satisfaction and loyalty through data-driven insights and process improvements.

Key Responsibilities
  • Collaborate with Cross-Functional Teams
    • Work closely with our Direct Energy Service, Escalation, Sales, and Collection Teams to create a seamless customer experience.
  • Drive VOC Program Success
    • Partner with our Business Process Outsource vendor to identify areas for improvement and implement changes.
    • Develop and maintain agent and customer FAQs with our Training Team.
    • Analyze VOC data from multiple sources, including agent surveys, call listening sessions, and screen capture.
    • Develop strategies to improve agent satisfaction, customer satisfaction, and Net Promoter Scores (NPS).
  • Reporting and Analysis
    • Create Front Office VOC reports and presentations as needed.
    • Develop VOC journey mapping analysis and outline improvements or gaps.
  • Process Improvement
    • Continuously review procedures and processes to identify areas for improvement or needed changes.
Requirements
  • Education
    • Bachelor's degree in Business or a related field preferred. Relevant experience will be considered in lieu of education.
  • Experience
    • 3+ years of experience with Voice of Customer programs or customer feedback/survey initiatives.
    • Analyzing and improving business and customer processes.
    • Contact Center or account management experience.
    • Experience driving customer journey improvements.
    • Experience in electricity, natural gas, or utilities an asset.
  • Skills and Abilities
    • Excellent verbal, written, and interpersonal communication skills.
    • Self-motivated with the ability to multitask and operate in a fast-paced environment.
    • Skilled analytical, time management, and problem-solving abilities.
    • Strong attention to detail.
    • Experience with VOC or feedback programs.
    • Experience with VOC platforms and vendors.
    • Experience with collaboration tools (e.g., Smartsheet, JIRA).
    • Strong Microsoft Office skills (Teams, Word, PowerPoint, Excel).
    • Willingness to work independently and partner effectively with others to achieve desired business results.
    • Understanding of Critical Performance Indicators (CPIs), Key Performance Indicators (KPIs), and Service Level Agreements (SLAs) and how they contribute to business success.
    • Desire to learn new skills and contribute to a fast-paced environment.

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