Customer Insights & Analytics Analyst

Principal Duties And Responsibilities

• Supports Voice of the Customer initiative, working to uncover and assess customer experience enhancement opportunities
• Evaluates and analyzes customer feedback to understand trends and opportunities identified in customer surveys, online reviews, issues, complaints and other relevant customer data
• Supports management and engagement with third-party customer experience survey providers
• Maintains customer experience reporting and analysis initiatives, including complaint and quality control evaluations
• Creates and manages detailed project plans to ensure the successful implementation of initiatives
• Oversees the implementation of solutions such as process re-designs, advancements in technology, new or enhanced internal controls or other improvements to the business operation
• Covers coordination of training and instruction to impacted personnel when processes are modified
• Effective communication and presentation to various levels of management and staff within the organization
• Manages multiple projects to completion to the satisfaction of business operations

Job Specifications

• Bachelor’s degree in Finance, Mathematics, Economics, Management, Organizational Leadership, Supply Chain Management, Entrepreneurship, Industrial Engineering, Computer Science or MIS with a minimum GPA of 3.0 or 3-5 years of commensurate experience in lieu of specific degree required
• Knowledge of Business Intelligence (“BI”), reporting concepts and analysis techniques
• Knowledge of general principles of data warehouse environment and enterprise BI tools regardless of platform
• The ability to build strong cross-functional partnerships
• Strong problem-solving, analytical reasoning and critical-thinking abilities
• Exceptional attention to detail, and time management

Work Environment

On-site at our corporate campus in Oklahoma City, with no opportunity for remote/hybrid schedules.