Customer Experience Analyst

About the role

KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin's integrated platform to power their operations, prevent accidents and reduce costs. At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We're motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work. 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.

Responsibilities

• 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

Requirements

• 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 KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
• Please review our Candidate Privacy Notice here.

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