Customer Experience Strategist

2 weeks ago


Calgary, Alberta, Canada Direct Energy Full time
About the Role

We are seeking a highly skilled Customer Experience (CX) professional to join our team at Direct Energy. As a CX Research Analyst, you will play a key role in analyzing customer data and survey feedback to identify opportunities for improvement.

Responsibilities
  1. Analyze NPS and other customer survey results to diagnose issues within customer journeys, identifying patterns and trends that lead to friction or inefficiencies.
  2. Investigate and highlight areas where processes are functioning well, providing insights into best practices that can be replicated across the customer experience.
  3. Perform root cause analysis to drill down into key problem areas, assessing their impact on customer satisfaction, retention, and overall journey efficiency.
  4. Develop clear, data-driven reports and presentations to communicate findings and actionable insights to stakeholders at various levels, including senior leadership.
  5. Collaborate with cross-functional teams to create detailed recommendations and roadmaps for optimizing customer journeys and improving key processes.
  6. Measure and evaluate the success of implemented changes, refining and adjusting strategies as needed to continuously improve the customer experience.
  7. Identify opportunities for process automation or streamlining to reduce customer effort and improve efficiency across touchpoints.
  8. Partner with the digital, product, and operations teams to ensure that customer feedback and journey analysis inform broader business strategies and decision-making.
Requirements
  1. Bachelor's degree in Marketing, Data Analytics, Business, or a related field.
  2. 3+ years of experience in CX research, customer data analysis, or a related role.
  3. Experience with CX platforms (InMoment).
Benefits
  • Estimated salary: $80,000 - $110,000 per year, depending on experience.
  • Hybrid work arrangement: 3 days per week in an open office environment and 2 days per week working from home.
  • Ongoing training and professional development opportunities.
  • A supportive and collaborative work environment.


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