Client Experience Insights Analyst

**Client Experience Analyst**

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

**Job Type**: Full Time

Location: ON Mississauga - CN005, HomeOffice Illinois, IL Chicago State St - US071, IL Itasca - US021, ON Burlington - CN003, ON Fort Erie - CN050, ON Niagara-on-the-Lake - CN024, ON Toronto - CN030

**JOB SUMMARY**:
Reporting to the Client Experience Program Manager, the Client Experience Analyst will create, manage, and deliver an immersive experience for clients throughout the client’s journey with LII. Working closely with the Program Manager, Operations teams, Client Experience, and other related teams, the Client Experience Analyst will analyze, evaluate, and refine processes for the client experience. The primary duties include researching business processes, conducting analyses of qualitative and quantitative data, creating reports with recommendations, and analyzing and reporting on the potential impact of these recommendations. Your insight will matter, and you will help guide important decisions, processes, and training—making a difference in the lives of our clients.

**KEY DUTIES & RESPONSIBILITIES**:

- Support the delivery and ongoing success of programs leading to a best-in-class client experience, projects include but are not limited to:

- Voice of Customer (VoC) platform administration.
- Collect data regarding the client experience from VoC platform surveys, Customer Relationship Management (CRM) tool, and other systems and tools used at Livingston to find the root cause of issues for improvement.
- Design and summarize quantitative and qualitative research.
- Develop insights from multivariable quantitative analysis using Excel.
- Work with vendors regarding the administration and functions of the VoC platform.
- Develop and implement survey, quarantines, triggers, invite files, and data dictionaries for current and future surveys for the VoC implementation.
- Develop ad hoc surveys for immediate gathering of data.
- Perform other related duties as assigned by management.
- Adhere to established policies and procedures.

**KNOWLEDGE & SKILLS**:

- Ability to learn new Software as a Service (SaaS) platforms quickly (Salesforce, Medallia, etc.).
- Demonstrated experience with Microsoft Office Suite.
- Strong customer service focus and flexibility in dealing with diverse customer scenarios.
- Experience summarizing data and providing actionable metrics.
- Utility player attitude - ability and openness to take on new tasks and projects with a can-do attitude.
- Ability to multi-task and work well within a dynamic, ever-changing environment.
- Excellent analytical and problem-solving skills.
- Strong communication (oral and written), interpersonal and facilitation skills.
- Ability to understand business and system requirements.
- Ability to meet deadlines and work well under pressure.

**WORK EXPERIENCE - MINIMUM REQUIRED**:

- 1 year of experience**EDUCATION**:

- Required: Bachelors Degree or equivalent**CERTIFICATIONS DESCRIPTION**:
**COMPETENCIES**:

- Accountability- Business Acumen and Straight Talk- Agility- Customer First Focus- Inclusion and Collaboration- Leading and DevelopingLivingston is proud to be an equal opportunity workplace.