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Customer Insights Specialist
2 months ago
We are seeking a highly skilled Customer Insights Specialist to join our team at Bath Fitter. The successful candidate will be responsible for measuring the customer experience across all touch points and providing actionable insights to drive business growth.
Key Responsibilities- Conduct in-depth analysis of customer feedback to identify top loyalty drivers and operational gaps.
- Aggregate multiple sources of feedback to deliver a comprehensive view of the customer journey.
- Develop and maintain real-time key performance indicators (KPIs) to drive management decisions.
- Build and share tools such as reporting and customer dashboards to provide stakeholders with self-serve access to customer data.
- Deliver customer insights using behavioral, transactional, and psychographic indicators to understand customer behavior and anticipate customer needs.
- Support the development of business strategies through relevant business insight.
- Validate the quality and data integrity in reporting solutions.
- Provide meaningful insights to various business stakeholders to address specific inquiries.
- Timely deliver critical reporting to address defined customer goals.
- Ensure VOC feedback is accessible throughout the organization in real-time.
- Stay up-to-date on industry best practices in customer intelligence.
- Bachelor's degree in business, commerce, communications, marketing, or equivalent.
- Minimum 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.
- Fluency in French and English is required.
- 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.
Bath Fitter is an equal opportunity employer and is committed to diversity in its hiring and business practices. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
