CX Analyst II


Jacksonville, Florida

22 days ago

Similar Jobs
CX Analyst II
Jacksonville, Florida

22 days ago

Job Description

Job Title: Senior Analyst, CX Measurement & Analytics (Strategic Enablement)
Location: Remote
Duration: 6 Months (possibility of extension)

Job Requirements:
• 5+ years related work experience or equivalent combination of transferable experience and education.
• Insights development, Reporting, Dashboard, Analysis experience.
• Related Bachelor’s degree (Business, Engineering, Finance, Mathematics, Economics, Statistics, Computer Science, or similar fields) or additional related equivalent work experience.
• Demonstrated strong computer skills with the primary MS Office applications (e.g. Excel, PowerPoint) and general database management.
• Strong analytical skills with the ability to extract meaningful insights from large and complex data sets.
• Ability to quickly organize/prioritize workload requirements.
• Strong written, oral and interpersonal communication skills.
• Strong relationship and project execution skills with the ability to manage multiple priorities.
• Ability to identify, evaluate and resolve problems.
Preferred Qualifications:
• Master’s Degree in Business, Engineering, Finance, Mathematics, Economics, Statistics, Computer Science or similar fields.
• Five (5) years of progressively responsible analytical experience including quantitative consumer and/or customer satisfaction data and utilizing data extracts, queries and analysis to drive business decisions.
• Relevant consulting and health care industry experience are a plus
• Knowledge of Qualtrics, Access, SAS, SPSS, Tableau, Power BI, SQL, R, or Python is a plus
• Communicate effectively in both written and verbal form
• Comfortable with owning and bringing clarity to a work assignment where the execution path and deliverables are not initially clear
• Productively interact with all levels of management and various individuals across the organization
• Embrace and/or initiate change; adapt to new tools and processes
• Possess a drive to contribute, improve and excel
General Physical Demands:
Sedentary Work.
Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
Incidental driving.

3-5 Years of Professional experience with data analysis or data mining with a focus on customer experience.
Related Bachelor’s degree or additional related equivalent work experience
Job Summary:
The CX Senior Analyst is responsible for generating, analyzing and delivering data-driven customer insights. This role will support a wide range of Florida Blue business areas in driving improvement of the customer experience and enabling key stakeholders across the client Enterprise. The CX Senior Analyst will develop an understanding of client's business operations, query databases to retrieve quantitative and qualitative customer feedback, and contextualize the insights for reporting to the business. The primary function of the role is applying analytical knowledge and skills as an exempt-level individual contributor within a broader team.
Job Duties:
• The essential functions listed represent the major duties of this role, additional duties may be assigned.
• Research, analyze, validate and prepare data, information and content used for measuring progress, strategic planning, investment prioritization, forecasting, trending, risk mitigation and problem identification in support of Customer Experience initiatives across client Enterprise.
• Build reports and data visualization based on quantitative and qualitative analysis. Effectively communicate results to business owner in a cohesive narrative that delivers insight beyond the data.
• Support the development and improvement of methods, tools models, frameworks of analysis and research techniques using customer experience and related data.
• Utilize existing technology platforms, query databases, create and edit dashboards and prepare surveys.
• Participate on or lead smaller department projects or components of projects.
• Maintain documentation of all developed reports, metrics and dashboards related to backend database table management, database table relationships, calculations, queries, dashboards and visualizations.
• Develop and build internal partnerships to improve communication, coordination, collaboration and effective working relationships with customer experience stakeholders and subject matter experts.

 Position is offered by a no fee agency. 
Location : 4800 Deerwood Campus Parkway, Building 100, Jacksonville, Florida, United States, 32246 
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at:
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at if you require reasonable accommodation. 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $40.00/hr.