The Customer Experience (CX) team identifies customer challenges and collaborates with internal departments to find improvement opportunities across the global organization. The CX team is looking for a Junior Analyst to assist in this effort by helping gather and synthesize data from a range of operational and feedback sources.

• Assist with segmentation analysis, leveraging Qualtrics data and Excel, to identify trends
• Research, extract, analyze, review, and validate customer feedback data from Qualtrics.
• Analyze customer inquiries, problems, and feedback from tickets logged in SalesForce.com and ServiceNow.
• Research customer queries that may be logged via email, phone, other systems.
• Review logs of documented problems/errors provided by technical, site & product teams to identify trends impacting customer satisfaction.
• Develop understanding of relevant product areas to be able to isolate and identify patterns across a diverse range of customer issues.
• Identify geographic and business impacts on customer experience (e.g. patterns by country or business segment).
• Support the CX team in analysis and presentation of findings, including data analysis, comment analysis, Excel charts, PowerPoint presentations and regular reports.

• Advanced MS Excel skills including Pivot Tables and analytics.
• Ability to query unstructured data (text) for themes, key words, sentiment, and trends.
• Strong communication skills, including reading/writing English without requiring 3rd party translation tools.
• Expertise with Qualtrics, SalesForce.com, ServiceNow and other ticketing/CRM systems preferred.