Job Title: Senior Data Analyst - Voc
Location: Atlanta, GA 30319
Duration: 12+ Months with possible extensions
Interview Process: Phone/WebEx
100% Remote; however manager would prefer candidates to be in EST timezone. Please ensure you utilize the pre-qualifier questions and provide response and examples on a WORD doc at the top of your resume submital.
Required Skills:
Data Analyst:
Data analytics/data management:
Direct Voice of Customer experience:
Customer survey tools (Verint, Qualtrics):
Quantum Metric:
Dashboards / data visualizations:
Project management:
Analysis tools (Tableau, PowerBI):
Top 5 Skills / Additional Job Posting Description Details *
- Bachelor's degree in Business Administration, Marketing, Computer Science, User Experience Research or similar disciplines.
- 5+ years of experience in data analytics, data management, or customer research-focused roles – preference for direct Voice of Customer experience, CX measurement, structured and unstructured data analysis.
- 5+ years of experience in customer survey tools and associated analytics portals (Verint, Qualtrics etc.)
- Experience with Quantum Metric or equivalent Session Replay tools.
- Analytical thinking – able to objectively interpret research, extract insights, and communicate in a motivating way.
- Experience creating and sharing dashboards / data visualizations.
- Passionate advocate: drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization.
- Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others.
- Strong project management skills with the ability to juggle multiple priorities simultaneously in a fast-paced environment.
- A keen, highly sharpened sense of curiosity.
- Understanding of customer journey mapping, user experience flows and customer journey analytics.
- Highly self-motivated, solutions-oriented, and proactive problem-solving
- Approaches conflicts as opportunities
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Experience with data extraction and analysis tools; Tableau, PowerBI or equivalent.
- Experience creating and sharing dashboards / data visualizations.
- Develop an understanding of our customers’ digital experience, and using several data sources, identify key opportunities for improving their experience.
- Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner
- Tracking daily, weekly, and monthly quantitative digital Customer Satisfaction (CSAT) data, prepare and deliver various scorecards and reports. Prepare reports and presentations.
- Collaborate with stakeholders across AT&T to champion customer-centricity and the use of customer feedback to improve the customer experience.
- Perform analysis on quantitative and qualitative data and provide insights/recommendations to stimulate action.
- Participate in proactive team efforts to achieve departmental and company goals.
- Develop mathematical models of digital customer experience drivers and impacts.
Responsibilities and Day-to-Day:
- Analyze VoC data and provide meaningful, measurable insights to improve customer experience.
- Partner with Design, Product, Business & Tech Dev to ensure actions are taken to address issues.
- Identify customer pain points affecting the customer experience from surveydata in a timely manner.
- Participate in proactive team efforts to achieve departmental and company goals.
- Use Quantum Metric tool to size how big is the customer pain point and view customer sessions to understand the customer issues deeper.
- Perform root cause analysis with relevant Subject Matter Experts.
1) Conducting full lifecycle analysis to include requirements, activities and design.
2) Data Analysts will develop analysis and reporting capabilities.
3) Monitor performance and quality control plans to identify improvements.
4) Ability to turn project requirements into custom-formatted data reports.
5) Able complete life cycle data generation and outline critical information for each Project Manager.
6) Able to analyze business procedures and recommend specific types of data that can be used to improve upon them.
7) Create a prioritized list of needs for each business segment and area of focus.
8) Identify and recommend new ways to save money by streamlining processes.
9) Work with managers to outline the specific data needs for business method analysis project.