Customer Insights Analyst

About the role

The Customer Insights Analyst is responsible for collecting and correlating data from Power Up, IFS, CRM and other sources as required to create analytics that provide insight into team performance, product and production KPI’s, and customer experience. Use warranty data to create reports and analytics to identify warranty and quality risk. Prepare reports and PowerPoint presentations to review collected data with the Customer Care and Executive teams. And assist in root cause evaluation. Clarifies incorrect and/or missing information as needed.

Responsibilities

• Collect data from various sources, including databases, spreadsheets, and CRM database.
• Publish weekly and monthly dashboards.
• Process and clean data by handling missing values, correcting errors, and removing inconsistencies to ensure accuracy.
• Apply statistical tools, techniques, and programming languages to analyze datasets and uncover insights, patterns, and trends.
• Create charts, graphs, and dashboards using various software tools to communicate findings clearly.
• Prepare and present reports to Customer Care Management Teams, to be used to solve business problems and improve outcomes.

Requirements

• BS degree in business, statistics, or related analytics field, Green Belt certification a plus.
• Minimum of 1 year in customer service, quality, or related field, must have exceptional skills using excel or similar analytic software.

Qualifications

• Strong ability to understand data, identify issues, and formulate solutions.
• Proficiency in tools and languages such as SQL, Excel, Tableau, AI, and Power BI.
• Data Visualization: Skill in creating clear and compelling visuals to present data insights.
• Understand statistical methods to interpret data effectively.
• Ability to translate complex data into understandable information for Customer Care and executive management team.
• Able to assist in identifying areas of opportunity for efficiency and performance optimization.
• Able to enhance customer experience by polling the customer base and using data to identify customer pinch points and improve customer satisfaction.
• Provide data-driven insights to the quality department for product improvement and assist the Customer Care Department in strategic planning.

Skills

• Analytical & Problem-Solving
• Technical Skills
• Data Visualization
• Statistical Methods
• Communication Skills

Benefits

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

Who is Cleaver-Brooks?

Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution network's ability to deliver the knowledge, service, training, and support that are essential to long-term performance. Our customers will tell you that we are the only equipment provider that manufactures boilers, burners, controls, and a full array of ancillary and aftermarket products. They will also mention that our unique single-source capability means that we can deliver fully integrated boiler room solutions that reduce overall costs and optimize space. It is our focus on products that deliver the most efficient, reliable, safe, and environmentally sustainable solutions that differentiate us in the marketplace. Cleaver-Brooks continues a 90+ year legacy of providing the customers we serve with extraordinary products designed to deliver unsurpassed performance through the power of commitment.