Verizon

Data Analyst-Customer Experience

公司：Verizon

职位：Data Analyst-Customer Experience

类型：Fulltime

地点：Piscataway , NJ

岗位职责：

• Research best practices for delivering and measuring best in class customer experiences for voice channels, including: IVR, Google Home, Alexa, and wearable devices.

• Work with business owners to define KPIs for all voice channels to measure customer satisfaction and call deflection.

• Actively participate in reviews of the current customer experience for all voice channels as well how that experience blends with those delivered by other channels such as: web, mobile application, chatbot, and live chat or voice call center agents.

• Identify opportunities to improve the customer experience and call deflection KPIs for all voice channels.

• Work with business owners to define benefits for these opportunities to drive them to implementation.

• Act as a champion for the customer experience across all voice channels.

• Research tools and best practices to measure call deflection and self-service transaction success metrics.

• Research tools and practices to monitor and measure the customer journey within all voice channels and handoffs to or from other channels.

• Work with team members to develop reports that we can be used to monitor customer experience and call deflection metrics and trends.

• Contribute to the creation of operational metrics for voice channels to monitor system performance and stability and its impact to voice channel KPIs.

• Perform detailed data analytics on the voice channel customer journey to identify opportunities to improve KPIs.

• Work with team members to define baseline and target metrics for enhancements that are introduced within the voice channel.

• Work with team members to drive new projects based on opportunities identified via customer experience and call deflection performance analysis.

职位要求：

• Bachelor’s degree or one or more years of work experience.

• Knowledge in defining and evaluating the customer experience for voice applications.

• Knowledge in defining and measuring KPIs for voice applications.

• Knowledge in data analytics and opportunity identification.

• Knowledge with Tableau, Python and other solutions used for reporting and data analytics.

• Knowledge with defining business benefits associated with delivering application enhancements

• Knowledge with customer journey analysis for voice applications

• Knowledge in understanding and troubleshooting voice applications.

申请链接：

https://bit.ly/2MrIsg5

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