Customer Experience Analyst
Our client is a global nonprofit ministry focused on demonstrating the love of God by sharing the Gospel through digital content, traditional media, and humanitarian aid. It operates within the Christian media and ministry sector, addressing the challenge of spreading religious messages worldwide through various channels.
About the Opportunity
The Customer Experience Analyst role supports efforts to enhance customer satisfaction and employee engagement by developing processes to collect and analyze multi-channel Voice of the Customer (VoC) data. This position provides data-driven recommendations to improve the customer experience across the Prayer Center and the organization, ensuring alignment between customer and employee satisfaction. The role contributes to facilitating ministry activities and advancing the organization's mission.
Responsibilities
- Develop and implement processes to gather and analyze multi-channel VoC data
- Extract insights to improve customer experience and employee engagement
- Create reports, dashboards, and presentations translating insights into actionable recommendations
- Align communication strategies with organizational goals to enhance customer and employee experiences
- Collaborate with leadership and staff to apply data-driven improvements
Requirements
- Experience creating, implementing, and analyzing customer or employee surveys
- Proficiency in data analysis of qualitative and quantitative multi-channel insights
- Knowledge of CX principles including VoC strategies, net promoter score, and sentiment analysis
- Familiarity with customer journey mapping and personal development (desirable)
- Proficiency in Microsoft Office and content creation tools like Power BI
- Strong written and verbal communication skills for diverse business audiences
- Experience developing communication strategies aligned with organizational goals
- Technical aptitude for learning new systems, including VoC and feedback platforms
- Excellent organizational skills and ability to manage multiple tasks in a fast-paced environment
- Problem-solving and collaboration skills with professional feedback exchange
- Ability to maintain a distraction-free home work environment with reliable high-speed internet
- Manual dexterity for extended computer workstation use
- Alignment with Biblical principles and nonprofit Christian mission
Pay
The salary range for this position is $21-$24 per hour, with final compensation based on education, experience, and skills.
Benefits
- Healthcare provided for full-time positions