Customer Experience Analyst
Motive
Remote, Remote, PK
2d ago
source : Mehnat Mazdoori

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy.

The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more.

Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront. About The Role As our Customer Experience Analyst, you will be part of the Technical Support organization, on Support Operations and report to the Customer Experience Manager.

Your curiosity, confidence in delving into data, and customer empathy will guide your efforts in this highly impactful role.

You will identify opportunities to improve the customer experience by analyzing quantitative, behavior, qualitative structured and unstructured data and reporting on customer experience.

You will be gathering this data into strong business cases to drive improvement in close partnership with leadership. What You’ll Do

  • Translate the CX survey findings (e.g. NPS, CSAT) and other sources of feedback (e.g. customer comments) across different touch points into actionable insights that influence decision making and business optimizations
  • Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas
  • You will dive deep into customer journeys to understand and empathize with customer pain points and identify improvement opportunities in the customer / partner experience.
  • Prepare for and participate in cross-functional insight reviews and action-planning meetings with internal stakeholders at senior management level
  • Advocate for customers by continuously developing periodic and ad-hoc reports and proactively distributing the insights among appropriate stakeholders
  • Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback
  • What We’re Looking For

  • 5+ years of experience in a customer facing role
  • 3+ years of experience performing data analysis and reporting
  • Experience using data to tell compelling stories
  • Experience building management facing decks & documentation
  • Experience identifying trends and actions from data insights
  • Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

    Please do not let an arrest or conviction record prevent you from applying for employment at Motive. Motive considers qualified applicants with arrest and conviction records.

    Please review our Candidate Privacy Notice here.

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