Customer Experience Analyst

March 26

Granicus

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Empowering a Modern Digital Government.

Cloud Computing • Streaming Media • Webcasting • Government Transparency • communications

501 - 1000

Description

• 1+ years proven experience in related field (e.g. marketing/sales, market research, business analytics, strategic planning …) • Demonstrated experience in quantitative research and statistical/analytical techniques, with experience in qualitative research preferred. • Experienced in report building from multiple databases including Salesforce, PowerBI, Quicksight • Ability to analyze data to gu

Requirements

• Responsible for planning, implementing, directing, and administering all aspects of the human resources function for the Mid-Atlantic Region • Provide day-to-day management of the Employee Relations team

Benefits

• Mine, analyze and synthesize data sources using various tools and techniques. Under limited supervision, interpret information to provide objective, clear and actionable insights and implications. • Translate customer reporting and data requirements into customer facing collateral to be utilized to drive best practices. Perform campaign data analysis to understand the lift & ROI associated with each program to aid in the development of future strategies. • Provide recommendations on analytical methodologies and frameworks to be used for various analytical projects. • Proactively manage business intelligence and data insights for an assigned portfolio of clients • Creates dashboards, reports, and visualizations to analyze metrics and develop customer insights leveraging Salesforce, PowerBI, Quicksight and other proprietary Granicus tools. • Develop customer facing presentations including but not limited to quarterly business reviews, bench marking measurements and custom requests. • Acts as an internal resource for the Experience Managers regarding customer data trends and insights to support increased usage and improved customer experience. • Advise Experience Managers on best practices of Granicus products based on market research and cross-functional collaboration. • Build, nurture and sustain strong internal relationships by maintaining engagement, creating communication plans and portfolio reviews with assigned Engagement manager. • Consume Granicus best practices content and review auxiliary metrics via Salesforce report, PowerBI signature dashboards, and make data-driven recommendations based on Granicus benchmarks and client baselines to accelerate adoption. • Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals. • Contribute directly to company objectives by streamlining processes for increased efficiency and reducing redundancy. • Regularly achieve weekly, monthly, and quarterly targets for SLA response time, report creation, insights gathered, customer business reviews developed. • Streamlines internal workflows to boost efficiency of the team.